Location: Chandler, AZ, United States
Req ID: 011090
Ready to be a Cooper too? This might just be right up your alley!
We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.
ESSENTIAL JOB FUNCTIONS
Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances including delinquency.
Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns.
Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.
Essential job functions include, contacting borrower, primarily by phone, to assess their current financial situation. Evaluating borrower for full payment or workout options. May skip-trace to find and collect on delinquent accounts. Working with management team to identify problems and improve recovery efforts.
Meet Quality Assurance requirements and other key performance metrics.
Must possess professional and friendly attitude and be able to quickly develop a rapport with customers over the phone.
Must possess and be able to demonstrate strong influencing and closing skills.
Input data and verify information as it pertains to processing telephone draft payments.
Provide customers with information about company products and services to generate additional revenue through product referrals.
Properly document each customer interaction in the servicing system.
Perform follow-up and research tasks to ensure problem resolution.
Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
Other duties as assigned.
EDUCATION / EXPERIENCE REQUIREMENTS
What level of education or specialized training is required to perform the job?
A high school diploma or state accepted equivalency is required
List any special certifications, licenses, and/or knowledge requirements for this job:
Understanding of federal and state mortgage servicing requirements, standards and servicing processes preferred.
How many years of directly related job experience are required to be qualified to enter the job?
Minimum of 1 years experience of mortgage customer service background or customer service experience in a banking or financial services environment preferred (and/or) minimum of 1 year’s collections experience in related areas i.e. auto, bankcard, consumer finance, or mortgage collections environment preferred. Minimum of 1 year’s experience of customer service/call center experience considered.
PHYSICAL REQUIREMENTS/WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Individuals may need to sit or stand as needed; may require walking, primarily on a level surface, throughout the day; reaching above shoulder heights, below the waist or lifting as required to file documents or store materials; proper lifting techniques required; may include lifting up to 25 pounds for files or paper
Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self. We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive. Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation. We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.
Job Requisition ID:011090
Primary Location City:Chandler
Primary Location Region:Arizona
Primary Location Postal Code:85286
Primary Location Country:United States of America
Posting Organization:Mr. Cooper
Line of Business:Servicing
Additional Posting Location(s):
SummaryMaintains good customer relations during the period the loan is within a firm's servicing portfolio. Focused on responding to direct customer inquiries, including assumptions, payoffs, statements, billing and general inquiries regarding the customers loan