At arenaflex, we're dedicated to making a difference in people's lives and uplifting the diverse communities we serve. As a Mortgage Customer Outreach Specialist II, you'll play a vital role in our mission by collecting on delinquent mortgage loans and providing exceptional customer service to borrowers in early to late stages of default. If you're passionate about customer engagement, negotiation, and problem-solving, we encourage you to join our team and contribute to our success.
**Job Summary:**
As a Mortgage Customer Outreach Specialist II at arenaflex, you'll be responsible for initiating contact with consumers who are in early to late stages of default on their mortgage loans. Your primary goal will be to collect past due payments while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity. You'll analyze financial statements and loan opening documents to assess the likelihood of recovery, perform skip tracing, and handle inbound calls from various internal departments and consumers. Your exceptional communication and customer service skills will enable you to identify and resolve problematic account situations, promote an environment that supports diversity, and adhere to applicable compliance/operational risk controls.
**Key Responsibilities:**
* Initiate direct contact with consumers in early to late stages of default on their mortgage loans to collect past due payments
* Maintain 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, and identify appropriate solutions
* Arrange repayment plans or identify referrals to Loss Mitigation or Alternative Lending as necessary
* Analyze financial statements and loan opening documents to assess the likelihood of recovery
* Perform skip tracing to locate consumers who have moved or changed contact information
* Handle inbound calls from various internal departments and consumers concerning all mortgage loan products in the various 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
* Analyze account files to assess whether referral to foreclosure is appropriate
* Identify and resolve problematic account situations where appropriate
* Understand the workflow necessary for account maintenance/corrections
* Assist in the training of new hires as requested by management
* 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
**Essential Qualifications:**
* A combined 3 years' higher education and/or work experience, with a minimum of 1 year collections or customer service experience
* Ability to communicate effectively and professionally over the phone
* Excellent communication and customer service skills
* Experience and skill with negotiation
* Proficiency with word processing and spreadsheet software
* Ability to work in a fast-paced environment and meet productivity standards
**Preferred Qualifications:**
* Bachelor's degree
* 2 years' collections experience
* Knowledge of arenaflex systems
* Familiarity with skip tracing software and servicing systems
**Skills and Competencies:**
* Strong communication and interpersonal skills
* Ability to work in a team environment and build strong relationships with colleagues and customers
* Excellent problem-solving and negotiation skills
* Proficiency with Microsoft Office and other software applications
* Ability to analyze financial statements and loan opening documents
* Strong attention to detail and organizational skills
* Ability to work in a fast-paced environment and meet productivity standards
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to the growth and development of our team members. As a Mortgage Customer Outreach Specialist II, you'll have opportunities to:
* Develop your skills and expertise in collections and customer service
* Work with a diverse team of professionals who share your passion for customer engagement and problem-solving
* Participate in training and development programs to enhance your knowledge and skills
* Take on new challenges and responsibilities as you grow in your career
* Enjoy a competitive compensation and benefits package, including medical, retirement, and paid time off
**Work Environment and Company Culture:**
At arenaflex, we're proud to offer a dynamic and inclusive work environment that reflects our commitment to diversity and community involvement. Our team members enjoy:
* A collaborative and supportive work environment
* Opportunities to make a difference in people's lives and uplift the diverse communities we serve
* A comprehensive benefits package, including medical, retirement, and paid time off
* A competitive compensation package, including bonuses and incentives
* Opportunities for career growth and development
* A commitment to work-life balance and employee well-being
**Compensation, Perks, and Benefits:**
arenaflex is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
**How to Apply:**
If you're passionate about customer engagement, negotiation, and problem-solving, and you're looking for a challenging and rewarding career opportunity, we encourage you to apply for this position. Please submit your application today, and join our team at arenaflex!
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**Equal Opportunity/Affirmative Action Employer:**
arenaflex is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. We're committed to diversity and inclusion in our workplace and are proud to offer a welcoming and inclusive environment for all team members.
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