Experienced Mortgage Customer Outreach Specialist – Delinquency Resolution and Collections

At arenaflex, we're dedicated to making a difference in people's lives and uplifting the diverse communities we serve. As a Mortgage Customer Outreach Specialist, you'll play a vital role in our mission by collecting on delinquent mortgage loans and providing exceptional customer service to borrowers in early stages of default. If you're passionate about collections, customer relationships, and compliance, we encourage you to join our team and contribute to our purpose.

Job Summary:

As an Experienced Mortgage Customer Outreach Specialist, you'll be responsible for initiating contact with consumers in the earliest stages of default on their mortgage loans, collecting past due payments, and maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity. You'll work closely with internal departments and consumers to resolve problematic account situations, identify suspect situations, and escalate issues to management as necessary. Your excellent communication and customer service skills will enable you to build trust with borrowers, understand their financial situations, and provide personalized solutions to help them get back on track.

Key Responsibilities:

* Initiate direct contact with consumers in early stages of default on their mortgage loans to collect past due payments and maintain compliance with all state and federal laws and regulations applicable to consumer collection activity.

• Collect consumer financial information, assess their ability to repay their delinquency, identify appropriate solutions, and arrange repayment plans as necessary.
• Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
• Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.
• Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor.
• Understand the workflow necessary for account maintenance/corrections.
• Adhere to applicable compliance/operational risk controls in accordance with arenaflex or regulatory standards and policies.
• Maintain arenaflex internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
• Promote an environment that supports diversity and reflects the arenaflex brand.
• Complete other related duties as assigned.

Scope of Responsibilities:

* Initiates direct contact with consumers to collect past due payments and maintain compliance with all state and federal laws and regulations applicable to consumer collection activity.

Education and Experience Required:

* A combined 2 years' higher education and/or relevant work experience.

• Ability to communicate effectively and professionally over the phone.
• Excellent communication and customer service skills.
• Proficiency with word processing and spreadsheet software.

Education and Experience Preferred:

* Associate's degree.

• Collections experience.

Skills and Competencies:

* Excellent communication and customer service skills.

• Ability to work in a fast-paced environment and meet productivity standards.
• Strong analytical and problem-solving skills.
• Proficiency with word processing and spreadsheet software.
• Ability to maintain confidentiality and handle sensitive information.
• Strong attention to detail and organizational skills.
• Ability to work independently and as part of a team.

Career Growth Opportunities and Learning Benefits:

At arenaflex, we're committed to the growth and development of our team members. As a Mortgage Customer Outreach Specialist, you'll have opportunities to:

• Develop your skills and expertise in collections and customer service.
• Work with a diverse team of professionals who share our commitment to making a difference in people's lives.
• Participate in ongoing training and development programs to enhance your knowledge and skills.
• Take on new challenges and responsibilities as you grow in your role.
• Contribute to our purpose and make a positive impact on the communities we serve.

Work Environment and Company Culture:

At arenaflex, we're proud to offer a dynamic and inclusive work environment that reflects our core values of integrity, ownership, collaboration, curiosity, and candor. As a Mortgage Customer Outreach Specialist, you'll be part of a team that's passionate about making a difference in people's lives and uplifting the diverse communities we serve. You'll have the opportunity to work with a diverse team of professionals who share our commitment to excellence, innovation, and customer satisfaction.

Compensation, Perks, and Benefits:

At arenaflex, we're committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $19.00 - $34.29 (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation. The range listed above corresponds to our national pay range for this role. The specific pay range applicable to you may vary based on your location. In addition to competitive pay, we offer a range of benefits, including:

• Medical and retirement plans.
• Forty hours of paid volunteer time, each year.
• Opportunities for professional development and growth.
• A dynamic and inclusive work environment that reflects our core values.

How to Apply:

If you're passionate about collections, customer relationships, and compliance, and you're looking for a challenging and rewarding career opportunity, we encourage you to apply for this position. Please submit your application today! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. arenaflex is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. We have policies and procedures in place to promote a drug-free workplace. Apply for this job