Seterus, Inc. is seeking a Delinquency Management Call Team Agent who will be responsible for any/all of the following: preparing and submitting loan closing or set-up packages, ensuring compliance with appropriate regulations and standards, monitoring payments of newly funded loans, ensuring timely release of wires to title companies, rate lock support, loan funding, and post closing/funding. This may also include responding to a variety of inquiries or requests from customers (internal or external). Work content ranges from general customer inquiries (via phone, fax or e-mail), basic data entry and retrieval, to moderately complex analysis and problem resolution. The position requires a comprehensive knowledge of loan administration processing and strong written and spoken communication skills. Customer satisfaction and quality are driven by the use of improvements to business processes and procedures. Customer solutions include the use of creative and innovative problem solving techniques.
Has a comprehensive understanding of and is able to articulate IBM’s loan fulfillment and administrative support process.
Assumes additional responsibilities as assigned.
Communicate with borrowers via the phone on account status, collect payments, escrow analysis. Follow all compliance/controls guidelines, implement all process changes and follow Quality Assurance Guidelines.
Experience in at least one functional area within a wholesale, correspondent or retail fulfillment center environment. Displays a working understanding of department activities, fulfillment processes, the loan origination regulatory environment, and systems functions.
Strong written and verbal communication skills to coordinate and exchange information within the fulfillment center. May interface with customers. Seeks and provides explanation, collects data and verifies for completeness. Has a strong understanding of the information processed.
Maintains businesslike communications, conduct, and appearance, and otherwise demonstrates courteous, positive, and professional behaviors at all times.
Communicates with IBM management and/or team members on a timely basis to exchange information regarding status of work, of potential or existing problems, and to seek advice and assistance.
Uses specialized procedures/techniques to manage loan documents in a timely and precise manner. Identify, understand and resolve customer problems/issues. May challenge the validity of and make recommendations for improving the processes and procedures used for problem determination and resolution. Requires strong knowledge of inter-related department activities and processes.
Minimal direction required. Responsible for a variety of interrelated tasks or processes within well established procedures. Demonstrates team player attitude and demonstrates flexibility with regard to assignments and providing coverage when staffing shortages exist. May provides assistance to others with less experience.
Impact on Business/Scope:
Accountable for individual results and for the impact of the results on team or projects. Accuracy, quality and productivity are all required. Inaccuracies could lead to loan production delays which may impact the customer relationships, which over time may significantly impact customer’s satisfaction and revenue. Provides recommendations to improve/impact team’s operational results and to drive customer satisfaction.
6 months experience in Collections
6 months experience in Mortgage Servicing
- High School Diploma/GED
- At least 6 months experience in Collections
- At least 6 months experience in Mortgage Servicing
- English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
International Business Machines Corporation (IBM), is an information technology (IT) company. s major operations include Global Technology...