SPOC Phone Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary point of contact for designated borrowers, guiding them through or out of the default process.

• Maintain responsibility for borrower inquiries related to the delinquency process; update default workstations and document all actions taken.

• Participate in loss mitigation discussions and establish workout hierarchies with borrowers.

• Identify available solutions in line with client guidelines.

• Utilize listening and negotiation skills to retain delinquent loans via repayment agreements.

• Manage delinquent mortgage loan accounts in accordance with client, investor, insurer, regulatory, federal, state, and local standards.

• Inform borrowers about available options and programs, collect necessary information, advise on program eligibility and payment-relief decisions, and describe alternatives to foreclosure.

• Ensure clear, empathetic, and professional verbal and written communication with borrowers and authorized third parties.

• Adhere to state and federal laws as well as DMI’s Legal and Information Protection protocols.

• Work collaboratively with servicing support departments to assess needs, propose solutions, and achieve results while meeting deadlines.

• Escalate issues through appropriate channels.

• Attend meetings and engage in projects.

• Complete mandatory, department-specific, and annual regulatory compliance training.

• Perform additional related duties as assigned.

⛳️ Requirements

• High School Diploma or equivalent is required.

• Proficiency in operating within a Windows environment is necessary.

• Familiarity with MS Word and Excel is preferred.

• Exceptional written and verbal customer service skills are essential.

• Ability to collaborate effectively with various stakeholders.

• Strong influencing abilities.

• Capacity to thrive in a fast-paced, high-volume work environment.

• Excellent organizational and time management skills are required.

• A minimum of one year of experience in loss mitigation, foreclosure, or related default experience is preferred.

• At least one year of experience in a call center environment is preferred.

• Must be able to complete mandatory and annual regulatory compliance training.

• Must have the capability to work in a quiet, designated work-from-home area that is free from distractions and noise.

• Must be able to communicate clearly and share accurate information through various communication methods.

• Must have the ability to type and use a computer for extended periods.

• May be required to lift and/or move up to 25 lbs.

🏝️ Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, Employee Assistance Program, and more.

• Employer-paid Life Insurance, Short Term Disability, and Long-Term Disability.

• 401 (K) Plan with company matching.

• Paid Vacation, Sick, Personal days, and Holidays.