Job Title: Mortgage Customer Outreach Specialist – Early Stage Default Resolution

Job Description:

About arenaflex

At arenaflex, we're dedicated to making a difference in people's lives and uplifting the diverse communities we serve. As a leading financial institution, we strive to take an active role in our communities and build long-lasting relationships with our customers. With a network of over 1,000 branches and 2,200 ATMs spanning 12 states from Maine to Virginia and Washington, D.C., we're committed to providing advice, guidance, expertise, and solutions across the entire financial spectrum.

Job Summary

We're seeking an experienced Mortgage Customer Outreach Specialist to join our team in Cadillac, Michigan. As a key member of our early stage default resolution team, you'll be responsible for initiating contact with consumers in the earliest stages of default on their mortgage loans, with the goal of collecting past due payments while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity.

Primary Responsibilities

• Initiate contact with consumers in the earliest stages of default on their mortgage loans, with the goal of collecting 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.
• 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.

Scope of Responsibilities

As a Mortgage Customer Outreach Specialist, you'll be responsible for initiating direct contact with consumers in the early stages of default on their mortgage loans. This will involve collecting consumer financial information, assessing their ability to repay their delinquency, and identifying appropriate solutions to arrange repayment plans.

Education and Experience Required

* A combined 2 years' higher education and/or relevant work experience * Ability to communicate effectively and professionally over the phone * Excellent communication and customer service skills * Proficiency with word processing and spreadsheet software

Education and Experience Preferred

* Associate's degree * Collections experience

Skills and Competencies Required for Success

* Strong communication and interpersonal skills * Ability to work in a fast-paced environment and meet deadlines * Proficiency with Microsoft Office and other software applications * Strong analytical and problem-solving skills * Ability to work independently and as part of a team * Strong attention to detail and organizational skills

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, you'll have opportunities to develop your skills and advance your career in a dynamic and supportive environment. We offer a range of training programs, mentorship opportunities, and career development resources to help you achieve your goals.

Work Environment and Company Culture Highlights

* Arenaflex is a diverse and inclusive workplace that values diversity, equity, and inclusion * We offer a range of benefits, including medical and retirement plans, paid time off, and a comprehensive wellness program * Our core values – integrity, ownership, collaboration, curiosity, and candor – drive the work we do and guide our interactions with each other and our customers * We're committed to making a difference in people's lives and uplifting the diverse communities we serve

Compensation, Perks, and Benefits

* Competitive salary range: $19.00 - $34.29 (USD) * Comprehensive benefits package, including medical and retirement plans, paid time off, and a comprehensive wellness program * Opportunities for career growth and advancement * A dynamic and supportive work environment

How to Apply

If you're a motivated and customer-focused individual with a passion for collections and customer service, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team at arenaflex! Apply Job! If you are unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at [email protected] for assistance. arenaflex is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. arenaflex has policies and procedures in place to promote a drug-free workplace. Apply for this job