Experienced Mortgage Customer Outreach Specialist – Early Stage Default Collections and Customer Service Expert

Introduction to arenaflex

arenaflex is a leading financial institution dedicated to providing exceptional customer service and support to its clients. As a key player in the mortgage industry, we understand the importance of timely and effective communication with our customers, especially during challenging times. Our team of experienced professionals is committed to helping customers navigate the complexities of mortgage loans and finding solutions to meet their unique needs. We are now seeking a highly skilled and compassionate Mortgage Customer Outreach Specialist to join our team in Cadillac, Michigan.

Job Overview

In this critical role, you will be responsible for collecting on delinquent mortgage loans by contacting borrowers who are in the early stages of default (60 or less days delinquent). Your primary objective will be to initiate contact with consumers, collect financial information, assess their ability to repay, and arrange repayment plans as necessary. You will also handle inbound calls from internal departments and consumers, communicate state-specific call compliance requirements, and identify suspect situations that may require further investigation.

Key Responsibilities

• Initiate contact with consumers in the earliest stages of default on their mortgage loans with arenaflex to collect past due payments, while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.
• Collect consumer financial information, assess consumer's ability to repay their delinquency, identify appropriate solutions, and arrange repayment plans as necessary.
• Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the early stages of delinquency.
• Communicate all applicable state-specific call compliance requirements on both inbound and outbound calls received/made.
• Identify suspect situations (e.g., fraud, lack of insurance) and investigate exposure, escalating issues to management along with recommendation of appropriate course of action.
• Identify and resolve problematic account situations where appropriate, referring more complex problems to the supervisor, and understand the workflow necessary for account maintenance/corrections.
• Adhere to applicable compliance/operational risk controls in accordance with arenaflex or regulatory standards and policies.
• Maintain arenaflex 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 diversity and reflects the arenaflex brand.
• Complete other related duties as assigned.

Education and Experience Requirements

To be successful in this role, you will need a combined 2 years' higher education and/or relevant work experience. You should possess excellent communication and customer service skills, with the ability to communicate effectively and professionally over the phone. Proficiency with word processing and spreadsheet software is also essential.

Preferred Qualifications

• Associate's degree
• Collections experience

While these qualifications are preferred, we encourage all qualified candidates to apply. Our comprehensive training program will provide you with the skills and knowledge necessary to excel in this role.

Skills and Competencies

To succeed as a Mortgage Customer Outreach Specialist at arenaflex, you will need to possess a unique combination of skills and competencies, including:

• Excellent communication and customer service skills: You should be able to communicate effectively and professionally with customers, internal stakeholders, and external partners.
• Strong problem-solving and analytical skills: You will need to assess complex customer situations, identify solutions, and arrange repayment plans as necessary.
• Ability to work in a fast-paced environment: You should be able to handle multiple tasks and priorities, meet deadlines, and maintain a high level of productivity in a dynamic environment.
• Strong attention to detail and organizational skills: You will need to maintain accurate records, manage multiple customer accounts, and ensure compliance with all applicable laws and regulations.
• Ability to work collaboratively as part of a team: You should be able to build strong relationships with internal stakeholders, including sales teams, underwriters, and other customer-facing staff.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Mortgage Customer Outreach Specialist, you will have access to comprehensive training programs, mentorship opportunities, and career advancement possibilities. You will be able to develop your skills and knowledge in areas such as customer service, collections, and mortgage lending, and pursue career paths in leadership, sales, or other areas of the business.

Work Environment and Company Culture

arenaflex is a dynamic and supportive work environment that values diversity, inclusion, and employee well-being. Our company culture is built on a foundation of respect, integrity, and teamwork, and we are committed to creating a positive and productive work environment for all employees. You will be part of a talented and dedicated team that is passionate about delivering exceptional customer service and making a difference in the lives of our customers.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $19.00 - $34.29 (USD) per hour, depending on experience and location. You will also be eligible for a range of perks and benefits, including health insurance, retirement savings plans, and paid time off. We are committed to providing a fair, competitive, and market-informed pay for our employees, and we offer opportunities for career advancement and professional growth.

Conclusion

If you are a motivated and customer-focused professional looking for a challenging and rewarding role, we encourage you to apply for the Mortgage Customer Outreach Specialist position at arenaflex. As a key member of our team, you will have the opportunity to make a real difference in the lives of our customers, while developing your skills and advancing your career in a dynamic and supportive environment. Apply now to join our team and take the first step towards a rewarding and successful career at arenaflex.