Remote
Overview
Category
Loan Servicing - Collections
Description
The Payment Assistance Specialist is responsible for communicating with borrowers to collect payments on delinquent accounts and inform borrowers of the availability of programs that may provide assistance in making their mortgage payment more affordable. Methods of communication may include outbound and inbound calls, e-mail, and/or online chat.
At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!
ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following but are not limited to:
- Maintain positive relationships while communicating with borrowers to:
- Provide updates on accounts
- Collect payments, promise-to-pay commitments and establish repayment plans
- Provide information and guidance to borrowers for retaining their homes and/or discussing alternatives to foreclosure
- Collect financial information and correctly input borrower data
- Communicate non-home retention options to borrowers
- Make contact with borrowers who may have been impacted by FEMA declared disasters to advise of assistance available
- Follow up with borrowers on prior promise commitments
- Maintain compliance with the Fair Debt Collection Practices Act (FDCPA) and other regulatory requirements as related to collection calls
- Understand and adhere to investor, agency, and company guidelines
- Assist in completion of administrative and clerical projects
- Some evening and Saturday shifts required
Qualifications
EDUCATION AND/OR EXPERIENCE
- High School diploma
- Prior administrative experience
- Prior call center or phone service experience
- Access, input, retrieve and interpret information using applicable computer systems (including but not limited to: Microsoft Office, Outlook, Excel, lotus, etc.)
SKILLS
- Ability to apply basic mathematical concepts such as adding, subtracting, multiplying and dividing and cash management
- Organizational Skills
- Analytical Skills
- Understand and respond appropriately to basic inquires
- Excellent customer service skills and professional attitude
- Very strong communication skills. Ability to communicate with courtesy and diplomacy, efficiently follow written and verbal instructions, relay information clearly, and maintain effective and collaborative relationships with a diverse group of individuals, clients, staff, and outside contacts, in person, via email communication, and by telephone
This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
