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Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.
What We DoActs as the customer facing advocate between the customer and the Loss Mitigation Group. Manage a group of mortgage loans actively engaged with the Loss Mitigation department with the goal of maximizing the customer's successful completion of their workout. Operate according to Company's Standard Operating Procedures and all government and investor regulations, as well as achieve all customer facing goal/ objectives with a focus on quality of service and improving the customer experience, without causing unwarranted delays to process or defaults.
HOW YOU'LL CONTRIBUTE
- Perform welcome calls on all newly assigned files.
- Counsel and motivate delinquent customers through telephone contact to complete missing documents or items as needed, using professionalism and tact while providing excellent customer service.
- Provide account updates in system of record for all calls.
- Meet established performance standards such as Package Completion rates, Meeting ASA requirements, Repayment plan, Trial Plan success, timely completion of customer follow up on decisions through inbound and outbound telephone contact with customers.
- Achieve numeric standards for servicing delinquent accounts without sacrificing quality of service.
- Develop knowledge of the Company's Standard Operating Procedures, investor loss mitigation options, as well as state and federal legal requirements (FDCPA & CFPB) about collections procedures, bankruptcies, foreclosures, and repossessions. Keep abreast of current requirements and changing legislation.
- Regularly update manager on status of accounts and special situations.
- All other duties as assigned or as requested by management.
WHAT YOU'LL BRING
- High School diploma or equivalent
- Some college preferred
- 1-3 years of related experience, collections and/or loss mitigation
- Obtain a Mortgage Loan Originator (MLO) license within the first 120 days of employment and maintain licensure throughout employment
- Working knowledge of fundamental concepts, practices, and procedures of department and field
- Good verbal and written communication skills; persuasive and professional communication skills; good telephone techniques
- Knowledge of Black Knight MSP system
- Knowledge of Consumer Finance Protection Bureau (CFPB) and Fair Debt Collection Practices Act (FDCPA) guidelines preferred
- Organized and self-motivated with ability to meet strict deadlines
- Strong customer service skills
- Demonstrated ability to provide attention to detail and concern for accuracy and consistency in results
- Ability to work in a team environment, effectively under pressure
- Ability to adapt to change in a fast-paced environment
- A strong numeric aptitude, problem solving and analytical skills
- Basic computer skills
- Additional Job Description
Salary Range: $20.70 - $27.60 Hourly This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location. |
First American
sick time, 401(k)
Mar 15, 2025