JOB DESCRIPTION SUMMARY
Works as part of the financial management team providing timely and accurate information to senior management. Primarily responsible for providing customer service to customers with financial balances. Responsible for saving delinquent loan accounts to avoid default by education and debt resolution with the goal of bringing the account current. Calling well-qualified buyers to offer reduction in interest rates for their current mortgage loan.
RESPONSIBILITIES:
- Collection calls and/or correspondence in a fast-paced goal-oriented collections department.
- Handle Inbound and Outbound Collection calls.
- Processing customer payments and refunds
- Monitor accounts for delinquency.
- Maintain telephone contact with owners having delinquent mortgages until disposition of account is realized through payment or collection referral.
- Negotiate payment plans for delinquent accounts, prepare, and personalize cover letters when negotiations are complete, and settlement is mutually agreed upon.
- Verify owner records, input data and notes in CRM systems.
- Provide customer service regarding collection issues.
- Resolve client discrepancies and short payments.
- Work with Owner Services team to resolve owner issues regarding delinquent payments.
- Deliver an exceptional Customer Experience on every call.
- Monitor and maintain assigned accounts.
- Process and review account adjustments.
- Process small balance write offs.
- Process customer reconciliations and credit memos.
- Process interactions from automated campaigns, worklists, and manual files.
KNOWLEDGE, SKILLS, and QUALIFICATIONS:
- High School Diploma or GED equivalent required.
- Must have at least three (3) years of prior high volume collections experience.
- Basic knowledge of collection process.
- Basic knowledge of collection laws.
- Basic knowledge of accounts receivable.
- Knowledge of standard office practices, procedures, routines, and equipment.
- Knowledge of all Microsoft® Office products and proficient in the usage of.
- Knowledge of computers and skilled in the usage of.
- Knowledge of strong work ethic; inspiring the trust of others.
- Provide strong attention to detail and problem solving.
- Communicate effectively in a professional manner using tact, patience, and courtesy, both verbally and in writing.
- Exhibit excellent telephone skills and etiquette to include professionalism and courtesy.
- Establish and maintain effective working relationships with peers, employees, and management.
- Ability to work as a part of a team.
- Multi-task using excellent organizational and planning skills.
- Effectively convey information to managers/supervisors.
- Ability to listen, comprehend, interpret, and apply directives.
OPTIONAL SKILLS A PLUS
- Knowledge of Spinnaker Resorts
