DCC Single Point of Contact (SPOC)
Cenlar

Job Info

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Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation's leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as a DCC Single Point of Contact (SPOC).

The Default Call Center Single Point of Contact is responsible for assisting members and/or borrowers who are in default. The responsibilities include providing information on available loss mitigation treatment options and statuses, providing updates on foreclose status, and collecting delinquent payments. The position includes managing all inbound and outbound call activity relative to all assigned members and/or borrowers.

Responsibilities:

• Handles inbound and outbound calls using Cenlar dialer application
• Maintains daily departmental standards and expectations relative to productivity measurements
• Provides outstanding service utilizing professional communication and negotiation skills to resolve the delinquent accounts.
• Acts as single point of contact for assigned members/borrowers, including complete accountability of all members/borrowers requests relative to delinquency/Loss Mitigation process. Responsible to ensure all activity is properly notated and documented in appropriate system
• Educates the member/borrower on loss mitigation options available and the documents needed to determine program eligibility.
• Performs in accordance with Fair Debt Collection Practices Act (FDCPA) as well as all state and local collection laws
• Services delinquent mortgage loan accounts in accordance with all client, investor, mortgage insurer, regulatory, Federal, State, and local guidelines.
• Accurately documents loan files for all communication regarding incoming/outgoing phone calls

Qualifications:

• High School degree or GED required
• College degree preferred or equivalent Mortgage Servicing background, specifically in Loss Mitigation
• Minimum of 2 years of Default Mortgage Servicing/Loss Mitigation experience required
• Strong interpersonal, oral, and written communication and presentation skills
• Superior Customer Service skills
• Strong organizational skills to multi-task and meet deadlines
• Requires/maintains extensive investor, insurer and client knowledge of loan workout guidelines and functional knowledge of residential mortgage documents
• Ability to work in a team-based atmosphere
• Ability to multi-task and operate in an upbeat and fast work environment

It is critical that you have an understanding of the following:

• Requirements under the Fair Debt Collections Practices Act (FDCPA), specifically Prohibitions on Contact with Debtors, Disclosing Debt, and the Mini-Miranda. In addition, you should know FDCPA requirements for Handling of Disputes, Applying Payments and Complying with Cease and Desist Requests.
• Requirements under the Telephone Consumer Protection Act (TCPA), specifically Restrictions on Timing of Calls and Phone Contact.
• Requirements under the Real Estate Settlement Procedures Act (RESPA), specifically Early Intervention and Continuity of Contact.
• Requirements under the Truth in Lending Act (TILA), specifically crediting of payments and requests for payoff amounts.
• Requirements under the NACHA Rules and Electronic Funds Transfer Act (EFTA), specifically those rules pertaining to taking ACH payments over the phone.
• Requirements under the Fair Credit Reporting Act (FCRA), specifically handling credit bureau disputes.
• Requirements under the Service members Civil Relief Act (SCRA), specifically the rights and protections afforded to Service members.
• Requirements under the Gramm-Leach-Bliley Act (GLBA) and Regulation P, specifically those dealing with protecting customer privacy and consumer financial information.
• Requirements under the Equal Credit Opportunity Act (ECOA) and the Fair Housing Act (FHA), specifically the general prohibition on discrimination in lending (and servicing).
• Requirements under the bankruptcy law, specifically the automatic stay from collections.

Total Rewards:

As an employee-owner at Cenlar, you'll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.

This job has expired.