Excellent communicator with 15 years in a demanding call center environment as a Customer Service Representative.
Review accounts, research documents and system notes to determine the best course of action to correct account issues. Answer inbound calls and make outbound calls to resolve delinquencies and offer workout alternatives to foreclosure. Track and manage requests for research from internal and external customers. Report on system queue progress, based on assignments. Act as a subject matter expert within Mortgage Banking business and understand the various regulatory, investor, federal and state requirements.
Assists in servicing clients' accounts with both outbound and inbound telephone contact. Answers questions relating to client's loan balance, monthly payment amount, payment method, escrow account and interest rate. Assists in the mailing out of proper notices on clients' accounts. Assists other department personnel in helping to bring past due accounts current with various collection tools. Monitor collection calls of the other mortgage loan servicers in the department. Perform collection activity and adherence to investor/FUB guidelines. Perform borrower password resets for Green Tree's website. Maintains adequate written procedures for the department.
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