Fluently Bi-Lingual in Spanish is required.

Mortgage Loan Call Center Representative:

• Negotiate Payment Plans
• contact customers to negotiate payment arrangements and help them avoid late payments, foreclosures, or repossessions.
• Follow Relevant Regulations
• Fair Debt Collections Practices Act (FDCPA) and company policies when negotiating with customers. This includes working in accordance with privacy laws and legal requirements regarding mortgage contracts.
• Notify Debtors of Fees
• responsible for contacting customers regarding the status of their account. They notify them of any fees that are due and inform debtors of their situation with the company.
• Determine Debtors’ Financial Status
• After discussing finances with customers, Mortgage Financial Counselors evaluate their financial ability to pay back their debt. They offer alternative payment plans or methods to help customers with their situation.
• Maintain Documents and Records of Amendments
• document all incoming and outgoing collection efforts to maintain compliance with established standards. This includes keeping information such as phone numbers and mailing addresses up to date, and making sure that all correspondence is properly recorded for future case reviews.

Skills and Qualifications

• Customer service – spend most of their time speaking to clients and customers about their concerns or issues, so a sense of empathy and excellent customer service skills are vital to success in this role
• Problem-solving skills – help callers with their payment issues, so the ability to troubleshoot and find solutions to problems is beneficial
• Confidentiality – this job involves having access to private financial information, so should be able to maintain confidentiality

• Attention to detail – should be detail oriented and able to maintain accurate customer records and spot areas where clients can make changes or develop a more effective repayment plan
• Computer literacy – use computers to update client information and maintain financial records, so a good level of computer literacy is important to this position.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Knoxville, TN 37919: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What are your salary expectations?

Education:

• High school or equivalent (Required)

Experience:

• Mortgage servicing: 2 years (Required)
• Customer service: 2 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

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