Summary

As a Customer Solutions Professional, you will be for reviewing each account to determine the best way to approach the client, and then executing their plan to bring in the maximum amount of revenue. The ideal candidate for this position is able to work as part of a dynamic team, and able to work in an environment where work assignments change frequently. We offer competitive compensation and possible career advancement opportunities for collections representatives.

Essential Functions

• Research each account using company records and Internet resources that are made available
• Conduct custom collections campaigns on each client that consist of emails, phone calls and standard mail correspondence
• Develop collections methods that consistently lead to achieving or exceeding company financial goals
• Work closely with team members to create ways to bring in revenue and find success as a group
• Solve problems quickly and create resolutions that bring in revenue on a regular basis
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets

Qualifications and Skills

• High School Diploma combined with work experience or College Degree
• Proficiency with database software and MS Office suite
• Proven ability to overcome obstacles and get results
• Strong communication and negotiation skills
• Track record of over-achieving quota
• Ability to multi-task, set priorities and manage time effectively
• 1+ years’ Mortgage collections experience required

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Work Environment

This job operates in a hybrid setting, splitting time between professional office environment and remote home office set up. In both scenarios, this role routinely uses standard office equipment, including electronic keyboard, mouse, and telephone.

• Office Call Center: When in the office, the environment is a typical call center within a professional office setting. This includes working alongside other team members in a structured setting, which may involve background noise and the necessity for cooperative and coordinated team interactions.

• Remote Home Office: When working remotely, the employee is expected to maintain a dedicated and quiet workspace free from distractions, mirroring the professional standards of the call center environment. Employees must ensure a reliable internet connection and the capability to securely access company systems.

Both environments require the ability to maintain high productivity and consistent communication standards. The company may provide specific guidelines on the home office setup to ensure compliance with security and performance requirements.

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Physical Demands

The physical demands listed here are representative of those that must be met by an employee to successfully perform the essential functions of this role. This position is primarily office based and extensively involves telecommunications.

• Voice Clarity and Communication: Regular use of a clear, articulate, and professional speaking voice essential for effective customer communication. This role requires continuous verbal interactions, making the ability to speak clearly and intelligibly a fundamental job requirement.

• Prolonged Sedentary Work: Employees will typically spend extended periods seated, engaging in telephone conversations and computer work. Comfort with prolonged sitting and screen use is necessary.

• Repetitive Hand and Wrist Motions: Frequent use of hands and wrists for typing and navigating computer systems is required.

• Occasional Lifting: Employees might need to lift and handle office supplies up to 20 pounds occasionally.

These requirements are considered essential for the performance of this job’s duties. In cases of medical limitations affecting these abilities, the necessity of performing these essential functions will be a consideration in evaluating reasonable accommodations and determining the appropriateness of medical certification for return to work.

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Position Type/Expected Hours of Work

This is a full-time position; extended work hours and/or overtime may be required as dictated and/or approved by management and business needs.

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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.