Bilingual Call Center Payment Specialist - United Wholesale Mortgage
Overview
Join a dynamic team at United Wholesale Mortgage in Detroit Michigan where you will own customer relationships for past-due loans. This role offers competitive compensation and comprehensive benefits. Experience growth within a supportive environment focused on homeownership dreams.
What You'll Do11
- 1Serve as primary point of contact for customers with past-due loans across all delinquency stages
- 2Initiate outbound calls and manage inbound inquiries to resolve delinquent accounts
- 3Identify root causes through active listening and financial discovery
- 4Educate customers on loan status payment expectations and consequences
- 5Assist customers in bringing accounts current using PTP arrangements repayment plans forbearance options
- 6Monitor and follow up on active payment arrangements to ensure adherence
- 7Determine when to escalate loans to Loss Mitigation based on hardship or policy
- 8Act as advocate for customers while balancing risk compliance and investor guidelines
- 9Maintain accurate documentation of all borrower interactions
- 10Ensure full compliance with FDCPA RESPA CFPB and state regulations
- 11Meet performance metrics related to resolution rates call quality and customer experience
Requirements7
- 1High school diploma or equivalent required with associate or bachelor's degree preferred
- 21+ years experience in mortgage servicing collections or customer advocacy
- 3Strong understanding of delinquency cycles mortgage terms and default resolution strategies
- 4Excellent verbal written communication and de-escalation skills
- 5Proficiency in Microsoft Office and loan servicing platforms
- 6Knowledge of bankruptcy and foreclosure referral processes
- 7Bilingual Spanish English proficiency strongly preferred
Salary Insight
Salary not disclosed in listing
Location
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