Mortgage Servicing Professional (MSP), Collections Sr. - 12726-4761

Mortgage Servicing Professional (MSP), Collections Sr.

Cenlar is the nations leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity, and care. A promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. The Mortgage Servicing Professional (MSP), Collections Sr. is responsible for handling mortgage servicing of early-stage collections calls (less than 45 days past due) in a blended auto-dialer environment (inbound and outbound), efficiently, professionally, and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem resolution, and communication skills (verbal / written). This is a hybrid position in our Tempe office. Four days onsite / remote Fridays. Paid training. Shift : 10am - 7pm, rotating Saturdays.

Responsibilities :

• Handles all levels of mortgage collections inquiries processing payments, setting up repayment plans, and delinquency negotiation for curing the delinquency
• Responsible for managing delinquent loans in the 5-44 day delinquency range
• Ability to handle complex collections inquiries
• Researches and resolves customer inquiries and Level 1 complaints via the phone, with a focus on providing first call resolution
• Monitors the status of delinquent accounts
• Initiates collection actions by notifying account holders and cosigners of delinquent status
• Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
• Promotes products and services with focus on customer satisfaction and retention
• Responsible for working to meet individual, team, and departmental goals for service level and client satisfaction
• Collaborates with internal resources to provide solutions to customers
• Serves as a mentor to new hires
• Responsible for identifying process improvements in daily duties
• Completes other duties and projects as assigned by the supervisor / manager
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlars reputation as well as our clients, by driving compliance with applicable laws, rules, and regulations, adhering to policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

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Qualifications :

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