Bilingual Collection Counselor I

Bilingual CollectionsCounselor I

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

 General Description:

Point of contact for delinquent accounts for collections activities.

Essential Functions and Duties:

·         Answer high volume of inbound calls, including Bilingual Spanish calls from and/or generate high volume of outbound calls to delinquent borrowers, discuss financial status, review monthly income and expenses, and determine reason for non-payment.

·         Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.

·         Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.

·         Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA)

·         Utilize proper protocol for borrowers, clients, and state regulations.

·         Maintain and document online collection system with all activities/communications.

·         Process payments to determine application or return of payment based on established guidelines.

·         Monitor foreclosure/loss mitigation accounts to ensure loans/files are being worked properly and timely.

·         Consistently meet or exceed monthly goals.

·         Oversee workflow of assigned team members

Additional Duties:

·         Reconcile accounts with misapplied payments.

·         Successfully complete annual regulatory compliance training.

·         Assist with training and mentoring of junior staff.

·         Additional duties as assigned.

Required Qualifications:

·         High School diploma or equivalent

·         5+ years Collections experience

·         1 year internal collections experience, dialer system and skip tracing experience

·         Solid PC skills:  Proficient with Microsoft applications and loan servicing platforms

·         Strong time management skills

·         Strong analytical and problem-solving skills and attention to detail

·         Ability to handle multiple tasks simultaneously in a demanding, volume-driven environment.

·         Effective communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences.

·         Excellent ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions. 

·         Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.

    Bilingual in Spanish - must pass the bilingual assessment in Spanish

 Preferred/Other Qualifications:                                                                                      

·         Knowledge of loan servicing software/systems

·         Experience in mortgage collections

Physical Demands and Work Environment:

The employee is regularly required to communicate (give/receive information) through multiple methods of communication. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc. 

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.