Collections Lead

🔥 7 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Guild Mortgage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1960

💸 Finance

🏠 Real Estate

Finance • Real Estate

Guild Mortgage is a U. S. -based mortgage lender and loan servicer that provides a wide range of home financing products and services to consumers and business partners. The company offers purchase and refinance mortgages, including conventional, FHA, VA, USDA, jumbo, renovation, construction, reverse mortgages, HELOCs, and specialty programs and down-payment assistance. Guild Mortgage operates nationwide through local branches and loan officers, supports borrowers with servicing and online account management, and partners with builders, real estate agents, title agents, and correspondents.

📋 Description

• Assess reason(s) for delinquency and evaluate homeowner’s finances in order to recommend optimal workout solutions. • Obtain documentation to ensure workout solution matches criteria for hardship and financial capability in accordance with investor and insurer guidelines. • Participate in outbound dialer campaigns and comply with agreed upon telephone standards, investor rules and regulations, compliance criteria, internal policies and guidelines, and best practices. • Seek coaching and feedback obtained from live and taped call monitoring activities to increase effectiveness. • Escalate calls as needed and when requested. • Demonstrate patience and professionalism when interacting with consumers via phone, email, or letter. • Participate in training and adapt to changes in industry regulations and processes. • Coordinate pulling previous and current day data phone reports. • Update spreadsheets pertaining to phone reports; print spreadsheets and email data to staff. • Track all requested foreclosure fee requests, via Excel, provide quote in TDA8 notes. • Perform daily follow up with Foreclosure Tech, as necessary. • Update system when foreclosure fees are received. • Alert agent requesting fees to make outbound call to h/o to provide information. • Provide 401K letters to homeowners needing to request a distribution or loan from their retirement plan. • Provide liaison support with outside departments, requesting outbound calls to customers for information/assistance (inter-department requests). • Assist in the operation/monitor of the Cameo dialer. • Support management in the training of staff, as well as coach existing staff on floor. • Perform initial training of new hires. • Assist Supervisor with Coaching and Development of Team members. • Assist in managing Department Abandonment rate. • First point of contact for team questions. • Attends department management meetings and provides input to improve department processes. • Supports Supervisor and Manager department decisions. • Takes personal accountability to ensure/reflect cohesiveness and togetherness of the management team in front of department staff. • Perform other duties, as assigned.

🎯 Requirements

• High School Diploma or equivalent, required. • Minimum three years total work experience in consumer relations/customer service positions in a high volume call center. • Prior experience in loan counseling or related loss mitigation position required. • Excellent interpersonal communication skills required. • Working knowledge of conventional mortgage loans, including overall processes and inter-relationships. • Working knowledge of regulatory requirements related to federal and state debt collection laws, Federal Bankruptcy and credit Laws. • Ability to work in a sometimes emotionally demanding role that requires patience, professionalism, and sensitivity while interacting with consumers experiencing financial and emotional stress. • Highly organized and detail oriented; ability to work in a fast-paced, metrics-driven environment required. • Intermediate math skills required. • Proficiency with basic internet searches, data entry, Microsoft Word, Excel, and Outlook required. • Familiarity with document retention software; Blitzdoc preferred. • 10-key by touch strongly preferred. • Excellent verbal and written communication skills required. • Commitment to company values.

🏖️ Benefits

• medical • dental • vision • life insurance • AD&D • LTD • 401(k) with employer match