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Collections Representative

Fort Washington, PA 19034

Post Date: 05/01/2018 Areas of Expertise: Call Center Pay Rate: $15.00- $18.00 (based on experience)

Schedule:
Must have the flexibility and be able to work an eight-hour shift between the hours of 8:00 a.m. – 8:00 p.m. and work one rotating Saturday a month. (Work shift will be assigned after training). No time off during the first 90 days of employment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Engage customers via inbound and outbound calls to discuss the delinquent status of their mortgage loan
  • Must have superior communication and customer service skills, including professional empathy, customer care, passion and enthusiasm, problem-solving skills, and the ability to overcome basic objections
  • Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently
  • Maintains confidentiality of customer’s nonpublic information
  • Provides information and knowledgeable assistance regarding mortgage loans
  • Maintains customer records on servicing platform
  • Builds customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately
  • Provides written and verbal responses to customer inquiries as needed

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required:

  • Ability and knowledge of basic computer skills
  • Strong negotiation and verbal communication skills
  • Experience in skip tracing
  • Previous Mortgage Experience, Preferred Education and/or Experience: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
  • Must be familiar with FDCPA guidelines
  • Must be able to multi-task between phone and computer work within an active call center environment, and work collaboratively amongst other team members to ensure excellent customer service
  • Mathematical Skills: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Reasoning and Critical Thinking Ability

Education and/or Experience:

High School / GED required; Associates Degree or Equivalent from a 2 year college or technical school preferred
2+ years previous Call Center experience required, with a minimum of 2 years in a Collections environment

  • 6 weeks of training
  • Mortgage collections experience preferred – will consider auto, personal loans, credit cards and medical
  • Previous experience IN A CALL CENTER preferred
  • Solid work history and tenure – minimal gaps *provide explanations
  • Bi-lingual a Plus

 

Victoria Schmidt

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