Collector - HFI Collections
Flagstar Bank - Troy, MI

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Job Summary

Flagstar Bank is currently seeking an individual to join our team as a HFI Collections representative. This individual will be responsible for answering inbound telephone calls from and placing outbound calls to mortgage borrowers that are 0-60 days delinquent. Through the course of these conversations, the representative will gather details surrounding a borrower’s current financial situation, arrange payment and/or payment alternatives, and create detailed documentation to ensure the HFI Collections process is tracked in an accurate manner.

The HFI Collections team hours of operation can vary from 8:30- 5pm, 10:30 am -7pm, 12:30-9pm and some Saturdays 8 am to 1pm. Overtime is scheduled as needed for the business.

Responsibilities:

Specific responsibilities and estimated percentage of time spent include:

Handle Inbound and Outbound Customer Contacts by Telephone (50% of time)
  • Answer inbound telephone calls from and place outbound calls to mortgage borrowers that are 0-60 days delinquent upon completion of new hire class
  • Handle basic technical calls, including how to submit financial documentation through flagstar.com
  • Maintain familiarity with up to 10 systems and applications in order to research inquiries
  • Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
  • Use problem solving skills paired with knowledge of Flagstar procedures to arrange payment and/or payment alternatives to cure delinquency
  • Escalate issues to management and/or second levels appropriately
  • Calculate and explain payment changes to customers
  • Educate borrowers on loss mitigation options and refer borrowers to the Loss Mitigation department when appropriate

Create and Maintain Documentation During Calls (40% of time)
  • Document case details in a thorough, accurate manner including details regarding the borrower’s financial information
  • Code the outcome of calls correctly
  • Capture complaint and Voice of the Customer feedback
  • Document customer account maintenance requests for management and second level department review

Perform Basic Skip Tracing Responsibilities (5% of time)
  • Review Flagstar systems, including loan documents in the imaging system, to locate borrower contact information
  • Perform research on basic websites to locate borrower contact information
  • Input and/or update contact information in the system

Develop and Maintain Subject Matter Expertise (5% of time)
  • Complete new hire training class
  • Complete up to three soft skills and/or call center-related eLearning classes
  • Actively participate in monthly coaching sessions with the Quality Assurance team; meet or exceed Quality Assurance requirements
  • Recognize and communicate the need for potential additions to current policies and procedures
  • Perform additional responsibilities as assigned by management

Qualifications:
  • 1-3 years customer service or collections experience and/or 1 year in an inbound/outbound call center environment or equivalent experience preferred
  • 1-3 years of experience in the banking or mortgage industry preferred
  • Loss mitigation and/or collections experience preferred
  • Prior knowledge of call center operations preferred
  • Intermediate technical and computer skills; ability to navigate quickly within various computer programs
  • Basic understanding of MS Office Suite required
  • Ability to look for ways to improve and promote quality
  • Ability to handle high call volume and answer customer questions in a timely manner
  • Excellent verbal and written communication skills
  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure
  • Willingness to work in a team environment
  • Must be action-oriented with a great sense of customer focus
  • Ability to work the varying shifts as required
  • Fluent Spanish Bilingual candidates are welcome to apply

Flagstar Bank is an Equal Opportunity Employer

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        Flagstar Bancorp is the holding company for Flagstar Bank, which operates about 115 branches (including some in retail stores) in...