• Job Description

  Req#: 13819

  Position Title

  Collector

  Location

  Headquarters-Troy, MI

  Job Summary

  The Collector 1 will be responsible for answering inbound telephone calls from and placing outbound calls to mortgage borrowers that are 0-60 days delinquent. Through the course of these conversations, the Collector 1 will gather details surrounding a borrower’s current financial situation, arrange payment and/or payment alternatives, and create detailed documentation to ensure the Collections process is tracked in an accurate manner. The collections team must ensure that critical call center benchmarks are met on a daily basis. Those benchmarks include an average speed of answer of 60 seconds or less, abandonment rate of less than 5 percent and a blockage rate of less than 1 percent. This is reported to investors and the organization. Meeting those benchmarks, making and taking customer phone calls to educate on payment options and reducing delinquency are key components for the collections team to be successful. Having a collection’s agent will ensure that the team is in compliance with call center requirements and services our customers, and investors and prevents losses in the portfolio.

  Job Responsibilities:

  Job Responsibilities:

  Handle Inbound/Outbound Customer Contacts by Telephone.

  • Answer inbound telephone calls from and place outbound calls to mortgage borrowers that are 0-60 days delinquent upon completion of new hire class

  • Handle basic technical calls, including how to submit financial documentation through flagstar.com

  • Maintain familiarity with up to 10 systems and applications in order to research inquiries

  • Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers

  • Use problem solving skills paired with knowledge of Flagstar procedures to arrange payment and/or payment alternatives to cure delinquency

  • Escalate issues to management and/or second levels appropriately

  • Calculate and explain payment changes to customers

  • Educate borrowers on loss mitigation options and refer borrowers to the Loss Mitigation department when appropriate

  Create and Maintain Documentation of Calls.

  • Document the system with details in a thorough, accurate manner including details regarding the borrower’s financial information

  • Code the outcome of calls correctly

  • Capture complaint and Voice of the Customer feedback

  • Document customer account maintenance requests for management and other department review

  Develop and Maintain Subject Matter Expertise.

  • Complete new hire training class

  • Complete up to three soft skills and/or call center-related eLearning classes

  • Actively participate in monthly coaching sessions with the Quality Assurance team; meet or exceed Quality Assurance requirements

  • Recognize and communicate the need for potential additions to current policies and procedures

  • Perform additional responsibilities as assigned by management

  • Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.

  Job Requirements:

  • 1 year customer service/collections in an inbound/outbound call center environment or sales experience
  • HS Diploma, GED or Foreign Equivalent required
  • Basic technical and computer skills; ability to navigate quickly within various computer programs.

  • Basic understanding of MS Office Suite required.

  • Ability to look for ways to improve and promote quality.

  • Ability to handle high call volume and answer customer questions in a timely manner.

  • Excellent verbal and written communication skills.

  • Exceptional analytical and problem solving skills with an ability to think quickly under pressure.

  • Willingness to work in a team environment.

  • Must be action-oriented with a great sense of customer focus.

  • Ability to work the varying shifts as required.

• About the company

  Flagstar Bank is a bank headquartered in Michigan.

Notice