SUMMARY The Loss Mitigation Account Specialist is primarily responsible for gathering, updating reviewing, and submitting customer information for all accounts in a default status, processing them according to company procedures, and providing related information to the respective service providers (including attorneys) as required. Loss Mitigation Account Specialists must also be able to independently review accounts for servicing defects, errors, or other account conditions before generating and signing affidavits necessary as part of the collection attorney referral process. Loss Mitigation Account Specialists must investigate account histories to respond to follow-up requests from internal departments, as well as to servicing partners which may include attorneys. This associate must be detail-oriented and must become familiar with the organization's procedures and documents to successfully assist attorneys in court cases, up to and including appearing in court or providing company answers to inquiries under oath. The Loss Mitigation Account Specialist works in a fast-paced environment where efficiency, accuracy, and customer service are top priorities.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Update customer information on accounts with a high degree of accuracy
- Prepares files for attorney submission, including but not limited to skip tracing, required document gathering, system updating and documenting, and spreadsheet review
- Assure the organization remains compliant with all state and federal laws governing the financial services industry, ensuring any information submitted to third parties is accurate
- Must be capable of completing necessary legal process affidavits to include signing, confirming notarization was complete, scanning, and submitting to external partnering attorney offices
- Timely and effective communication with team members external partners and their representatives including emails and calls
- Review of potential Bankrupt, Deceased, and other various account statuses, including submission of proper documentation and follow up as necessary
- Correct processing, documenting, and uploading of documents for any Active Duty Military account
- May occasionally assist partnering attorneys when necessary in court appearances, including an explanation of agreements and origination processes as outlined by the organization and its attorney, taking the stand when necessary, and testifying on behalf of the company
- Demonstrate a Friends Helping Friends spirit, delivering world-class customer service experiences to both internal and external service partners while adhering to performance standards, servicing expectations, process improvement reviews, and any other servicing needs
- Performs all other duties as assigned by the Manager of Specialized Servicing
QUALIFICATIONS - Must be familiar and proficient with Microsoft Excel, Word, and Nitro Pro
- Working knowledge of skip-tracing
- Must be detail-oriented
- Must understand and meet the demands of a customer-focused call center environment
- Excellence with attendance, attitude and teamwork, loan knowledge, exceptional audits, and overall customer service skills
- Must be dedicated to the work ethic and employment philosophy of an at-will employer
- Must work independently, manage multiple projects, and produce timely and effective results
- Must be able to perform each essential duty listed above
- High School Diploma
- Minimum 1-year collections experience
SUPERVISORY RESPONSIBILITIES None
LANGUAGE SKILLS English and/or Bi-lingual (English & Spanish)
MATHEMATICAL SKILLS Basic Mathematical Skills
REASONING ABILITY Critical Thinking and Problem Solving Skills
PHYSICAL DEMANDS Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. He or she must be able to work with a computer screen that is quickly changing and flashing the user to be alert of specific information. Must be available to work all shifts, days, evenings, nights, and weekends. Must be able to remain in a stationary position for 50% of the time.
WORK ENVIRONMENT Fast-paced customer service environment. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
AAP/EEO STATEMENT
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at the Company will be based on merit, qualifications, and
abilities. The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, or any other characteristic protected by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training. Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor and/or the VP, Human Resources. Employees can raise concerns and make reports without fear of reprisal. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.
OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.