Job description
Essex mortgage is hiring for our Collector position to assist our Servicing Department! We are looking to bring on a friendly, self-motivated, team player who seeks the opportunity to grow and learn.
Job Summary:
Responsible for collecting payments for the Servicing division along with general servicing duties.
This includes communication with our borrowers in a collection call center environment along with office admin/clerical duties.
Essential Duties:
Inbound and outbound calls to collect payments
Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
Meet all Daily, Weekly and Monthly call performance targets/metrics (e.
g.
answer time, abandon rate) as set forth by management
Answer borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
Accurately responds and educates borrowers on inbound service inquiries
Identify borrower’s request/inquiry through effective listening skills
Maintains borrower records and updates customer account information
Follow and deliver scripted campaigns to the borrowers for determining proper transfer workflow to appropriate departments
Maintain quality customer service at all times by following all company established protocols Articulate service options and resolutions to Essex borrowers
Provide pertinent feedback/information to supervisors upon request
Print and stuff servicing letters
Administrative duties as assigned
Perform other duties as assigned
Education and Experience
Two years’ collections experience in collection call center is preferred
Mortgage industry and/or Financial Services experience is a plus
Experience on a mortgage servicing platform is a plus
Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
Bilingual skills are a plus
Ability to handle high volume of phone calls
Ability to multitask and effectively manage time
Ability to communicate effectively – both in verbal and written form
Desire to take personal responsibility to complete tasks and solve problems
High school diploma or its equivalent
Excellent organizational skills and strong work ethic
Ability to remain professional even under strenuous situations
Be able to empathize with a customer and take ownership of an issue
Computer and Equipment Skills
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.
)
EEO Statement:
Essex Mortgage is an Equal Opportunity employer.
All qualified applicants will receive consideration for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran status, disability or any other characteristic protected by law.
Job Type: Full-time
Salary: $16.
00 - $19.
00 per hour
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