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Job Summary
The Loan Counselor I - Bilingual is responsible for maintaining a delinquent loan collection program within established guidelines and procedures to minimize the delinquency status of the mortgage loan portfolio. Assist other loan counselors, as required, in the negotiation and collection of delinquent accounts. As a bilingual representative, this position handles inquiries and interactions in the customer’s preferred language.
Essential Duties and Responsibilities
- Monitors all standard collection procedures according to Planet Home Lending's policy to minimize loan delinquencies.
- Assist mortgagors in bringing their loan current by contact through inbound/outbound calls, and established skip trace methods. Set payment arrangements for total amount due, or establish a repayment plan pursuant to Agency/Investor Guidelines as well as Planet Home Lending policy.
- Document and maintain on-line collection history detailing events to bring the loan current. These events should include but are not limited to the reason for default, updated financial information, and an explanation of how and when the loan will become current.
- Evaluate all mortgagors who do not have the ability to bring the loan current then refer to the Mitigation Department.
- Complete performance standards on each daily assignment of loan, maintain quality call standards and meet call goals daily.
- Maintain up to date knowledge and adhere to investor rules and requirements.
- Performs other duties as assigned.
Position Requirements
Education
- High school diploma or equivalent
Experience
- Experience using specified second language in a professional capacity is required. Language testing may be required.
- One year of collection experience or equivalent
- Mortgage collection experience a plus
- Courteous, tactful and assertive interpersonal skills
- Demonstrates effective listening skills
- Data Entry Skills
- Strong analytical and negotiating skills
- Ability to work well on a team and focus on results
- Ability to research and resolve problems effectively
Functional/Technical Skills
- Courteous, tactful and assertive interpersonal skills
- Demonstrates effective listening skills
- Data Entry Skills
- Strong analytical and negotiating skills
- Ability to work well on a team and focus on results
- Ability to research and resolve problems effectively
- Good verbal and written communication skills with strong interpersonal skills
- Possess strong problem-solving skills
- Ability to work effectively in a demanding, team-oriented, and fast-paced environment
- Working experience within a call center
- Experience working with Microsoft Windows applications
- Ability to work assigned/flexible hours necessary to complete the job on a weekly basis
Environmental/Physical Demands
Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.
Benefits
Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.
Planet Home Lending does not accept unsolicited resumes or candidate submissions from recruiters or employment agencies. In the absence of an enforceable, fully executed agreement for a specified position, Planet Home Lending has no obligation to pay any compensation or recruiter fee of any kind. In the event a recruiter, agency or other similar third-party submits a resume or candidate without a valid binding agreement, Planet Home Lending explicitly reserves the right to pursue and hire those candidate(s) without any obligation or compensation to the referring party. Any unsolicited resumes, referrals, or candidate submissions, including those communicated to a member of the Human Resources team or a hiring manager, shall be deemed the property of Planet Home Lending. If you or your agency would like to be considered as a future recruiting partner, please email
[email protected].
