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Default Single Point of Contact

Company: ServiceLink
Location: Virginia Beach
Posted on: March 25, 2020

Job Description:

Default Single Point of Contact JOB SUMMARY The Single Point of Contact serves as an advocate for mortgage customers who are in the loss mitigation process. Provide support, guidance and direction to assigned homeowners who have requested loss mitigation assistance and/or are facing foreclosure. ESSENTIAL DUTIES AND RESPONSIBILITIES - Perform welcome calls on all newly assigned files - Participate in documentation collection calling campaigns - Participate in inbound/outbound call solicitation campaigns to provide assistance to borrowers and authorized third parties in an effort to obtain a promise to pay, create a payment plan or have a loss mitigation package ordered - Act as single point of contact to ensure there are no gaps in process of loss mitigation, i.e. monitor and collect all paperwork for workouts and refer accounts to short sale or deed in lieu. - Update system to reflect current financial information on applicable screens and to document loan workout activity. - Generate appropriate letters and tasks - Obtain and evaluate all relevant information to handle inquiries and complaints correctly and in a timely manner - Maintain client/customer focus at all times by taking ownership of all inquiries and proactively following through to resolution - Be able to manage a pipeline of loans. Each loan being reviewed on a weekly basis. - Serve as a point of contact for active duty military with SCRA protection - Be able to explain the different processes in the Collection, Loss Mitigation, and Foreclosure process - Be able to direct phone calls to the appropriate party when they are beyond the scope of business - Learn processes for FNMA, FHLMC, FHA, VA and GNMA and Private Investors - Interact with clients and internal departments to address/resolve open items. - Be proactive furthering knowledge via corporate training courses and online training - Daily, weekly, monthly internal department reporting or report distribution. - Maintain extensive knowledge with respect to investor, insurer and client guidelines and time frames. - Handle basic loss mitigation administrative duties. - All other duties as assigned MINIMUM QUALIFICATIONS - High School Diploma or equivalent required - 1 - 3 years service in a collection, mortgage banking or loss mitigation environment preferred - Ability to utilize standard business related software, including but not limited to Microsoft Office with Word and Excel - Ability to use and/or learn industry related software specific to company and department - Knowledge of LPS Loss Mitigation Workstation preferred - Ability to type 45-50 wpm with reasonable accuracy - Excellent verbal and written communication skills - Organized and self-motivated with ability to meet strict deadlines - Ability to work with minimal to moderate supervision - Proficient in MS Office Windows, MS Word, MS Excel, MS Outlook - Prefer LPS experience - Knowledge of Fair Debt Collection Protection Act - Ability to work in a fast-paced environment where priorities change frequently to meet business needs - Demonstrated ability to provide attention to detail and concern for accuracy and consistency in results - Ability to work independently as well as part of a team and focus on results - Ability to multi-task - Ability to learn rules, regulations, and laws in order to meet state, investor, client, and insurer guidelines WORK CONDITIONS Working conditions are normal for an office environment. Ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Over time required as necessary. Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. ESSENTIAL FUNCTIONS Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Reading Comprehension Understanding written sentences and paragraphs in work related documents. English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. Speaking Talking to others to convey information effectively. Active Learning Understanding the implications of new information for both current and future problem-solving and decision-making. Active Listening Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Instructing Teaching others how to do something. Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one. Time Management Managing one's own time and the time of others. Writing Communicating effectively in writing as appropriate for the needs of the audience. Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense. Problem Sensitivity The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem. Written Comprehension The ability to read and understand information and ideas presented in writing. Inductive Reasoning The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events). Information Ordering The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations). Near Vision The ability to see details at close range (within a few feet of the observer). Oral Comprehension The ability to listen to and understand information and ideas presented through spoken words and sentences. Oral Expression The ability to communicate information and ideas in speaking so others will understand. Speech Recognition The ability to identify and understand the speech of another person. Speech Clarity The ability to speak clearly so others can understand you. PHYSICAL DEMANDS Sitting up to 95% of time Walking up to 5% of timeOccasional standing, stooping, kneeling, crouching and reaching EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law. LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law. Operations All Other VA - Virginia Beach LoanCare Servicing Operations Mar 11, 2020, 10:31:07 AM

Keywords: ServiceLink, Virginia Beach , Default Single Point of Contact, Other , Virginia Beach, Virginia

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