Flagstar Bank is seeking an individual to join its agency collections team as a mortgage collections associate. This candidate is responsible for making outbound collection calls to delinquent customers, as well as, managing inbound calls within a call center environment.
Accesses the prospect of repayment and arranging payment schedules with delinquent consumer borrowers.
Compiles and analyzes account information for recommendations such as repossession, loss mitigation or legal.
Documents all collection efforts for each assigned account in the bank’s collection systems in accordance with established procedures.
Ensures that all delinquent accounts and assigned queues have been thoroughly worked according to bank’s standard collections procedures.
Ensures that appropriate letters and outside communications are sent to delinquent consumer borrowers.
Navigates and interprets various bank system screens and relay information to consumer borrowers accurately and professionally.
Negotiates payment arrangements with delinquent consumer borrowers to cure delinquency.
Performs front-end collection functions that include contact with 30-60 day delinquent consumer borrowers (auto-dial may also be used). Heaviest emphasis on early-stage 30 day accounts.
Performs skip tracking.
Process account maintenance transactions according to bank’s established guidelines.
Utilizes bank’s internal collection systems for all consumer loan types.
Additional responsibilities as assigned by management.
High school diploma or equivalent is required.
Prior collection/call center experience preferred.
Excellent customer service skills.
Ability to handle high outbound call volume and answer customer’s questions in a timely manner.
Strong analytical and problem solving skills.
Sales skills highly preferred.
Proficient math and computer skills.
Willingness to work in a team environment.
Competently utilize computer software programs – MS Word, MS Excel and email are an integral part of day to day activity.
Ability to work varied shifts between 8:30 am - 9:00 pm. This employee will also be required to work a schedule that includes Saturdays from 9:00 am - 2:00 pm. Some overtime may be required based on a business need.
Flagstar Bank is an Equal Opportunity Employer
Flagstar Bancorp is the holding company for Flagstar Bank, which operates about 115 branches (including some in retail stores) in...