Single Point of Contact-Agent
 

Agility 360 is looking for SPOC Specialist for our client, a growing servicer for a contract role. The ideal candidate will act as a single point of contact for customers in default or facing imminent default. He or she will act as a liaison between customers and internal workout groups in order to assist customers in resolving delinquencies with appropriate solutions in alignment with investor guidelines, while providing best in class support. The Specialist will act as an owner of in-depth servicing issues research, including payment discrepancies, escrow inquiries, and contact difficulties.

Roles & Responsibilities:

• Communicates with Active Loss Mitigation borrowers and third parties to review options to avoid foreclosure and resolve delinquency
• Familiar with FHA, VA, USDA, FNMA and FHLMC Loss Mitigation practices, waterfall options and procedures
• Initiate contact with borrowers to follow up on ending forbearance plans, missing documentation and obtaining Qualified Right Party Contact
• Respond to borrower inquiries regarding mortgage defaults and loss mitigation solutions
• Demonstrate empathy and build trust with homeowners experiencing financial hardship
• Monitor account pipeline to assure all investor and insurer guidelines are attained such as contact attempts
• Coordinate and facilitate initial loss mitigation efforts with associated departments, foreclosure counsel, investors, and mortgage insurance companies
• Handle escalated issues and customer inquiries about Loss Mitigation options and internal processes/timelines
• Communicate with attorneys or counseling agencies on loss mitigation efforts and arrangements
• Initiate and monitor research on accounts as required
• Responsible for meeting legal requirements and following internal policies

Core Requirements: 

• 1+ years of Mortgage Servicing Experience, including knowledge of Workouts, ARMS, Escrows, and Payment Histories.
• Inbound/Outbound Call Center Experience.
• Ability to accurately type 30 WPM.
• Current, working knowledge of the MS Office Suite, including: Word, Excel, Access, and PowerPoint.
• High School Diploma or equivalent.
• Bachelor's Degree preferred.
• Prior collections or loss mitigation experience required
• Prior dialer or call center experience is a plus
• Knowledge of Sagent mortgage servicing platform and investor systems (such as FHA Neighborhood Watch) is beneficial
• Knowledge of Mortgage industry required

Physical Requirements:

• Position requires all forms of dexterity/mobility which may include extended periods of sitting/standing. May occasionally required to reach with hands and arms, twist, climb or balance, stoop, kneel crouch or crawl.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral, depth perception and the ability to adjust focus.
• Must be able to speak and hear, lift and carry up to twenty-five pounds (25 lbs.) or occasionally more.
• May be required to drive for business purposes and must hold a valid driver’s license in good standing and maintain personal auto insurance in compliance with local or state requirements.
• Ability to work in a fast-paced, occasionally noisy, or distracting environment.