Join a winning team of innovative thinkers, seasoned mortgage professionals, and financial experts. Build your career at Planet—recognized as a Top Mortgage Employer by National Mortgage Professional.

Job Summary

The primary purpose of the Loan Counseling (Collections Call Center) Team Lead is to provide support to the Loan Counseling Supervisor by ensuring agents deliver effective customer assistance on delinquent accounts, adhere to regulatory and investor guidelines, and achieve performance objectives such as cure rates, right party contacts, and payment arrangements. The Team Lead provides support to drive quality customer experience and operational success.

Essential Duties and Responsibilities

• Coordinates with internal staff and customers as appropriate to negotiate and resolve defaulted loans. Leverages problem-solving skills and creativity and recommend appropriate collection solutions. Escalates to loss mitigation as needed if collection efforts are unsuccessful. Ensure resolutions are compliant, cost-effective, and in the best interest of both the borrower and the organization.
• Provides assistance to the Loan Counseling Team in relation to all aspects of collection in conjunction with loan counseling Supervisor and Manager.
• Provides assistance to Loan Counseling Supervisor and Manager with training/coaching/mentoring of existing and new employees as well as monitoring adherence to attendance and queue activity requirements.
• Responds to escalated calls/answers team and borrowers’ questions in a timely fashion.
• Remains diligent in encouraging team members to meet all internal goals and to monitor those goals to ensure they are met.
• Remains knowledgeable of foreclosure, modification, and collection laws and regulations of each state for the portfolio assigned.
• Performs miscellaneous duties as assigned.

Position Requirements

Education

• High School diploma or GED equivalent required

Experience

• Minimum of 5 years’ experience in mortgage loan collections

Functional/Technical Skills

• Demonstrated strong leadership skills
• Excellent written and verbal communication skills
• Demonstrated strong interpersonal skills. Ability to interact effectively with internal clients across departments and locations.
• Current, strong working knowledge of mortgage collection and workout options (i.e. loan modifications, short sales, deed-in-lieu and foreclosure)
• Ability to solve problems with a sense of urgency by recognizing opportunities, understanding risk and acting quickly to overcome obstacles and reach a solution.
• Knowledge of default management guidelines of mortgage investors including FHLMC, FHA, VA, and FHA.
• Ability to organize, prioritize, and distribute workload for optimum efficiency
• Ability to act and work independently with minimal supervision
• Works well with others
• Ability to provide objective, constructive feedback
• Knowledge of MSP servicing system

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 10 employer paid holidays. In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.