Mitigation Coordinator - RoundPoint Mortgage Servicing LLC - Irving, TX
(2025-01)
- Take inbound and make outbound calls to assigned portfolio of mortgage loan borrowers that are delinquent in their loan payments and who are investigating loss mitigation options or are in foreclosure, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
- Answer consumer questions concerning their accounts and document the contact on the mortgage servicing system.
- Understand investor's waterfall and required documents for loss mitigation. Collect consumer financial information and assist borrowers in reviewing loss mitigation documents.
- Communicate and explain the terms of loss mitigation approvals or declines, the rational for each and ability to appeal or re-apply.
- Communicate liquidation options and explain the foreclosure process as necessary.
- Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
- Maintain internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
- Promote an environment that supports belonging and reflects the company brand.
- Complete other related duties as assigned.
Collections Representative III - Flagship Credit Acceptance - Coppell, TX
(2022-09 - 2025-01)
- Review and monitor delinquent accounts daily, and maintains losses at or below established guidelines for assigned job duties.
- Receive incoming calls and make outbound collection calls to encourage payments and cure outstanding past-due account balances to avoid further delinquency
- Utilizes all available methods, including online systems and other resources, to perform skip trace work to establish contact with account holders to avoid repossession or locate collateral
- Accurately document all account activities and pertinent information to include, but not limited to, verifications and demographic changes
- Take action on accounts needing additional attention
- Seek manager approval as needed
- Assist other related departments as required by business needs
- Ensure compliance with Flagship's policies, procedures, safety, state, and federal laws, regulations, and standards
Loss Mitigation Specialist - Homepoint Financial - Farmers Branch, TX
(2020-07 - 2022-09)
- Contact borrowers, primarily through inbound and outbound calls, to determine reasons for delinquency.
- Maintain robust and detailed knowledge base of all Loss Mitigation workout options available and effectively communicate those options to the borrower.
- Manage a daily queue of scheduled call requests from borrowers regarding Loss Mitigation inquiries and other tasks as assigned.
- Utilize knowledge of Collection and Loss Mitigation options to counsel borrowers effectively regarding appropriate solutions based on each borrower's unique situation.
- Follow up with and educate borrowers regarding any Loss Mitigation documents needed to complete a review.
- Walk borrowers through Loss Mitigation process from the initiation of the process, active review and outcome. Counsel the borrower regarding any necessary actions they would need to take post-decision.
- Set up repayment plans when appropriate and track the plan to confirm adherence to the agreement.
- Work files throughout the foreclosure process when workout options are not successful.
- Maintain compliance with all federal, state, agency, and internal collection regulations and guidelines.
- Prepare Loss Mitigation files by reviewing workout applications, clarifying and/or securing additional information.
- Evaluate the financial position of the mortgagor(s) to determine the appropriate workout options specific to the situation.
- Assist the Loss Mitigation Underwriter in preparation and ordering of documents.
Account Resolution Specialist - Wells Fargo - Irving, TX
(2017-09 - 2020-06)
- Senior level role responsible for providing a quality customer experience.
- Collect and negotiate terms of repayment on non-routine complex/specialized outstanding account balances.
- Work in a professional, customer-centric, and high volume environment.
- Taking inbound calls and making outbound calls utilizing an autodialer or direct dial system to initiate customer contact and determine reason for delinquency and to obtain payment commitment.
Collection Representative - Auto One - Dallas, TX
(2011-01 - 2017-08)
- Collect payments on accounts that were 61-210 days past due.
- Dispatched vehicles out for repossession.
- Answer customer inquiries about payments.
- Recovered defaulted accounts using strategic collections techniques.
- Ensured collection quotas were met daily.
- Remain positive and focused when dealing with irate callers.
