What are the responsibilities and job description for the SPOC Phone Agent l position at Dovenmuehle Mortgage, Inc.?
SPOC Phone Agent/Full time
Must be Bilingual in Spanish
Summary of the Loss Mitigation Department:
The objective of the Loss Mitigation Department is to assist borrowers to avoid foreclosure and mitigate the losses of non-performing assets by offering retention or liquidation options based on each borrower’s unique circumstances.
Summary of the SPOC Agent position:
Provide a single point of contact to specific customers who are having difficulty making payments; help the customer apply for payment relief programs, and help the customer understand and consider other alternatives to foreclosure. When a mortgage customer, who is or might become delinquent, calls or is referred for assistance, the SPOC Agent will own contact with the customer from the point of referral through to resolution. Resolution may include return to current payment status, short-term payment plan, loan modification, short sale, deed-in-lieu, or foreclosure. Duties include informing the customer of all options and programs, assist in the gathering all necessary information from customer, advising customer of eligibility for programs and decisions on payment relief requests, and helping customer consider other alternatives to foreclosure if payment relief is not approved.
Responsibilities include but are not limited to:
- Act as single point of contact for specific borrowers, while managing them through and/or out of the default process; display a professional, empathetic, customer centric demeanor during all member contact.
- Retain complete accountability for borrower’s requests relative to delinquency process; update all default workstations; ensure all activity is properly notated and documented in appropriate system.
- Engage in loss mitigation discussions and develop workout hierarchy with borrowers when appropriate; determine available solutions in accordance with client guidelines.
- Utilize proper listening and negotiation skills to maintain delinquent loans through repayment agreements, as deemed appropriate by DMI, investors and clients.
- Service delinquent mortgage loan accounts in accordance with client, investor and insurer, regulatory, federal, state, and local guidelines; demonstrate adherence to Fair Debt Collection Practices Act (FDCPA) guidelines.
- Perform in accordance with expectations as set forth in department’s policies and procedures.
- You must have at least 2 years of call center experience
Salary : $39,800 - $50,400
