Collector Tier l

US-GA-Kennesaw
2 weeks ago
ID
2017-4702
# of Openings
1
Category
Corporate - Servicing
Division
Corporate

Overview

About HomeBridge Financial Services

HomeBridge Financial Services, Inc. is one of the nation’s largest privately held, non-bank lenders. We specialize in facilitating and securing home mortgage financial solutions through our retail and wholesale channels. More information on HomeBridge can be found online at www.HomeBridgeInc.com.

 

Customer Service Commitment

Represents the company in a professional and enthusiastic manner: by providing an exceptional level of customer service, supporting the mission/vison statements, and adhering to our core values in all functions of their job responsibilities and interaction with referral partners, customers, and clients.

Responsibilities

Scope/Purpose of the Position

The Welcome Call Specialist will be the first contact with the borrower who has just closed on a new loan, they will  ensure the borrower’s first experience is one that leaves them completely comfortable and knowledgeable of the expectations and also that we are here for them when questions arise.  The specialist will set the tone for the future interactions but also through clear communications stress the importance of payments being received on time and be able to answer any questions a new customer may have. 

 

Key Responsibilities and Essential Functions

  • Welcome Calls: ensure borrowers information is verified and documented properly, reviewing all payment methods and instructions on how to log on and register the new borrower
  • Review and document notes:  Check and monitor notes for company and investor standards and appropriate verbiage. Ensure contact screens are updated based on call
  • Represents the company in a professional and enthusiastic manner by providing an exceptional level of customer service, supporting the mission statement, and adhering to company core values in all functions of the job responsibilities and interaction with internal and external customers
  • Exhibit customer call technique to affirm a level of service and appropriate call pattern and compliance with all policies and procedures
  • Ensure staff adheres to Company Mission Statement
  • Reports to work on a daily and timely basis

Work Experience and Knowledge, Skills and Abilities

  • Working knowledge of FNMA, FHLMC, GNMA, FHA & VA servicing default requirements
  • Excellent verbal and written communication skills
  • Ability to understand and apply sound business math skills
  • Proven prior ability to plan, organize, schedule, and direct work activities of others in a multi-tasking staff environment
  • Proficient in e-mail management, Word, Excel; other software application knowledge a plus
  • Basic knowledge of FDCPA, FCRA, TCPA and CFPB requirements
  • Ability to hear and understand customer inquiries and oral instructions from supervisors
  • Ability to receive phone calls with or without reasonable accommodation
  • Ability to read paper documents and read from and key text into a personal computer with or without reasonable accommodation
  • Ability to stand and sit for periods of time and to move intermittently throughout the workday.
  • Strong speaking and listening skills
  • Ability to interact with others, both in person and through phone, email, and written correspondence
  • Requires considerable concentration and high level of attention to detail
  • The position is subject to stress caused by changing priorities, tight deadlines and significant workload from time to time
  • Overtime and Saturday hours may be required from time to time
  • Maintain confidentiality of employee and company information

Minimum Qualifications

  • High School Diploma or Equivalent
  • One (1) year of Customer Service experience
  • One (1) year of mortgage servicing experience

Note: Management reserves the right to change or reassign job duties or combine positions at any time.

 

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