Call Center Rep I
OneWest Bank - Austin, TX

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OneWest Bank was founded as a regional bank, dedicated to customer service and a commitment to the community. We’re Southern California’s hometown bank, with a strong capital foundation, conservative management and a consistent focus on providing personalized relationship-based banking to all our clients.

OneWest has 74 retail branches conveniently located throughout Southern California to serve consumers and businesses, small and large. With total assets of over $25 billion and $14 billion in deposits, OneWest has the size and strength to offer a wide array of banking products and services including personal and business banking solutions, jumbo mortgages, investment advisory products, small business and commercial banking loans. IndyMac Mortgage Services, a division of OneWest Bank, services mortgage loans on behalf of third parties and offers loan modifications pursuant to Home Affordable Modification Program (“HAMP”) guidelines.

We offer exciting and challenging employment opportunities for professionals in a fast-paced, results-focused environment. In addition to Southern California locations, OneWest has operation centers in Austin, TX and Kalamazoo, MI.

EOE/M/F/D/V

Responsibilities:
Indymac Mortage Services
Enterprise Call Center
Call Center Rep I

Collect on delinquent accounts and reschedule payments as necessary to minimize delinquencies and foreclosures
Concentration on the collection of early state defaults
Decide how to approach individual customers to re-establish payment
Contact delinquent customers to re-establish a payment pattern, and negotiate or re-negotiate payment schedules to avoid foreclosures
Determine when to offer an alternate payment plan, and how it will be structured
Develop restructuring plans to assist clients in resolving delinquency and avoiding foreclosure
inbound/outbound calls (blended dialer)
Decide how to best assist delinquent customer to minimize loan loses
Provide high level of customer service under difficult circumstances
Receive incoming customer service calls
Use of client tools/technology to achieve the best workout results for the customer
Compile data surrounding the customers reason for delinquency and document findings in the system

Qualifications:
Required Skills:
Must be fluent in English and Spanish
Ability to negotiate best re-payment options
Ability to multi-task
Ability to perform calculations using calculators and systems
Excellent verbal and written communication skills
Excellent customer service skills
PC skills, windows environment, word processing, spreadsheets, and Email software
Remain current on programs, products and guidelines
Ability to adapt to a rapidly changing environment

Desired Skills:
Collections experience
Inbound call center experience (on-phone)
Outbound call center experience (on-phone)
Loan servicing experience
Loss Mitigation experience
Loan default
Residential mortgage collections
Lending systems/software