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Posted: Thursday, February 8, 2018 2:12 PM

Loan Servicing Representative IIs (LSR IIs) are responsible for handling inbound and outbound customer calls on delinquent mortgage loans with a strong focus on call quality and compliance. In this role, the associates primary responsibility is to effectively communicate the various loan workout options that are available and explain the required documentation along with the methods for sending the documents. The associate is trained to answer various types of borrower questions relating to their loan such as payment options, documents, loan workout options, escrow, foreclosure, disputes, etc. The goal of a Collections representative is to ultimately resolve the borrowers mortgage loan delinquency and provide the highest quality customer experience. Duties: Act as a point of contact for customers and approved third parties, such as attorneys, trustees, or court representatives while providing an exceptional customer experience.
Effectively communicate modification decisions or other workout decisions to borrowers.
Understand and communicate with borrowers on specific documentation requirements, including but not limited to: Request for Mortgage Assistance (RMA), tax information, and personal financial statements.
Work with other departments to complete certain tasks that are needed on a borrowers loan.
Remain current on all default processes, regulatory guidelines and changes and their impacts on the borrowers.
Research and resolve all borrower issues Qualifications: Demonstrate strong verbal and written communication skills; effective listening, problem solving and negotiating required.
Excellent customer service skills and/or sales skills.
Ability to adapt to a changing environment.
The ability to thoroughly and efficiently document customer contact notes.
The ability to make decisions based on facts and analysis.
Excellent time management
Ability to self-manage We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Associated topics: banking service, commercial loan, customer, loan review officer, mortgage loan, mortgage servicing officer, personal banker, personal banker iv, relationship, sale


• Location: Ogden

• Post ID: 18544347 utah is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018