What are the responsibilities and job description for the Customer Relationship Manager position at Collabera?
Company Description
Established in 1991, Collabera has been a leader in IT staffing for over 22 years and is one of the largest diversity IT staffing firms in the industry. As a half a billion dollar IT company, with more than 9,000 professionals across 30 offices, Collabera offers comprehensive, cost-effective IT staffing & IT Services. We provide services to Fortune 500 and mid-size companies to meet their talent needs with high quality IT resources through Staff Augmentation, Global Talent Management, Value Added Services through CLASS (Competency Leveraged Advanced Staffing & Solutions) Permanent Placement Services and Vendor Management Programs.
Collabera recognizes true potential of human capital and provides people the right opportunities for growth and professional excellence.
Job Description
General knowledge about the entire loss mitigation process is necessary to manage a large portfolio of customers throughout the default servicing lifecycle.
The Customer Relationship Manager (CRM) position requires expertise in loan modification.
The CRM serves as a single point of contact and trusted advisor for these borrowers.
Sensitivity to the nature of a distressed customer situation and professional demeanor are important attributes to possess in communicating with customers, as well as setting expectations, about loan status and possible difficult decisions up to the final resolution.
The CRM will oversee broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/ DIL, and answer technical foreclosure questions.
In many cases, (e.g., short sale/DIL/foreclosure) the CRM will be needed to initiate and possibly facilitate connections and dialogue between the borrower and the appropriate expert who can address specific questions and situations.
The CRM will need to document notes in the customer-facing system and monitor accounts for trial payments, including lengthy repayment plans and special forbearances.
The CRMs responsibilities may also include assisting with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals.
Ability to clearly communicate the customer's current status and the steps that are required in order for us to make a Fair, Fast and Final decision.
Demonstrated ability to meet/exceed established performance metrics, such as: resolutions, quality and other various performance metrics such as answer rate and SLA adherence.
Qualifications
Need someone who has experience CSR / Call center Experience and mortgage or loan or mitigation or foreclosure or default experience
Additional Information
To know more on this position or to schedule an interview, please contact;
Jaimin Shah
973-606-3275