City
Eugene
Shift
 
Job Code
CLRP
Job ID
33055
Category
 
Employment Status
Full-Time
Schedule
8:00-7:00
Travel Involved
None

Collection Representative (11/06)

 

JOB DESCRIPTION

The Collections Representative I is responsible for assisting Freedom’s Call Center customers in the servicing of their mortgage. This position requires strong verbal communication skills, professionalism and time management. This position requires a minimum of 1 year call center and collections experience. Prior mortgage industry experience highly preferred. Working within our call center will give you an opportunity to acquire experience and skills that will advance your career here at Freedom Mortgage.

Essential Job Functions:

 Engage customers via inbound and outbound calls to discuss the delinquent status of their mortgage loan

 Respond to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers

 Must have superior communication and customer service skills, including professional empathy, customer care, passion and enthusiasm, problem-solving skills, and the ability to overcome basic objections.

 Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently

 Maintains confidentiality of customer’s nonpublic information

 Provides information and knowledgeable assistance regarding mortgage loans

 Builds customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately

 Provides written and verbal responses to customer inquiries as needed

 

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

 

 

JOB REQUIREMENTS

 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

 Ability and Knowledge of Basic Computer Skills

 Strong Verbal Communication Presence

 Previous Mortgage Experience, Preferred Education and/or Experience: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

 Must be familiar with FDCPA guidelines

 Must be able to multi-task between phone and computer work within an active call center environment, and work collaboratively amongst other team members to ensure excellent customer service

 Mathematical Skills: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

 Reasoning Ability

 Language Skills

Education and/or Experience:

 High School / GED required; Associates Degree or Equivalent from a 2 year college or technical school preferred

 1+ years previous Call Center experience required, with a minimum of 1 year in a Collections environment

 

Type of skill and or Licensing/Certification/Registration:

This position does not require professional licensing, certification or registration.

Language Skills:

Ability to read words and to recognize similarities and differences between words and between series of numbers. Ability to comprehend and write simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.

Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous elements.

Physical Demands:

 Position requires light physical activity

 May require that weight be lifted or force be exerted up to 10 pounds.

 

 

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

 

ISGN is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.


All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.


ISGN participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.


It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans

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