customer service rep - collections.

Schedule: Monday - Friday, 8 hr. shift between 9:00 AM-8:00 PM
Pay Rate: $17.00 per hour.

In this role, you will be the primary point of contact for customers regarding their mortgage accounts. Responsible for collecting payments for the Servicing division along with general servicing duties. This includes communication with our borrowers in a collection call center environment along with office admin/clerical duties.

Responsibilities:
- Inbound and outbound calls to collect payments
- Strengthens the customer relationship by effectively identifying customer needs, resolving issues and providing a customer experience that creates an exceptional experience
- Meet all Daily, Weekly and Monthly call performance targets/metrics (e.g. answer time, abandon rate) as set forth by management
- Answer borrower calls and verify account information provided through servicing system validation in compliance with all data privacy regulations
- Utilize mathematical calculations to determine accurate mortgage payment amounts, interest rates, and adjustments based on loan terms, ensuring accurate and timely payment schedules for borrowers
- Create customized repayment plans for borrowers with overdue accounts, working closely with them to develop feasible strategies that bring accounts up to date while adhering to company policies and financial regulations
- Identify borrowers request/inquiry through effective listening skills
- Maintains borrower records and updates customer account information
- Follow and deliver scripted campaigns to the borrowers to determine proper transfer workflow to appropriate departments
- Maintain quality customer service at all times by following all company established protocols
- Articulate service options and resolutions to Essex borrowers
- Provide pertinent feedback/information to supervisors upon request
- Print and fill servicing letters
- Administrative duties as assigned
- Perform other duties as assigned

Working hours: 9:00 AM - 8:00 PM

Skills:
- Bilingual preferred but not required
- Ability to handle high volume of phone calls
- Ability to multitask and effectively manage time
- Desire to take personal responsibility to complete tasks and solve problems
- MSP or FICS Mortgage Servicer a plus
- Proficient in MeridianLink a plus

Education:
High School

Experience:
1-4 years

Qualifications:
- High school diploma or its equivalent
- Two years collections experience in collection call center
- Mortgage industry and/or Financial Services experience
- Experience on a mortgage servicing platform
- Ability to build rapport quickly to convert inquiries into proper transfers to departments/agents for resolution
- Great mathematical aptitude
- Ability to communicate effectively both in verbal and written form
- Ability to remain professional even under strenuous situations
- Be able to empathize with a customer and take ownership of an issue
- Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)


For immediate consideration apply today with your resume.

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Spherion, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact Callcenter@spherion.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Spherion offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).