Customer Resolution Specialist

Customer Resolution Specialists will have skills and techniques relative to the collection and loss mitigation of past-due residential mortgage loans, for the purpose of reducing delinquency. At TMS, it is important to understand each borrower's personal situation and make appropriate recommendations and arrangements to avoid future defaults, while educating the borrower on the process of a delinquent loan. All employees of The Money Source Inc. are expected to provide quality customer service and maintain high ethical standards when serving our clients.

About TMS

Founded in 1997, TMS is a national company headquartered in the Greater Phoenix Metro area. Housing a variety of customer-facing roles as well as many specialized mortgage and loan servicing roles, our newly remodeled, beautiful, and ideally centralized office sits on over 77,000 sq ft of land to accommodate our rapid expansion and specialized business needs. Our office features built-out offices, conference rooms, break rooms, lounge areas, a cafeteria, a beautiful lobby area, and other spaces required for company functions. We take a pride in being an innovative, autonomous, customer-service-focused, and tech-oriented company. By living our Core Values of People Matter, Inspiring Leadership, Strength of Character, and Rock Solid Service, we have created a culture of excellence that strives to provide the one thing that all of our customers seek: The Perfect Customer experience!

Who we are

Check us out @ Grow Happiness

We are a different kind of company. We speak a different language. We do business in a different way. And we're on a mission to Grow Happiness. How do we do it? By believing in Pink Unicorns. And executing our daily work in a way that allows our customers to experience joydom. Those are the kinds of things that set us apart from everyone else.

Duties and Responsibilities:

• Using MSP workstations, you will manage your time wisely working your individual queue of delinquent loans, with aging ranging from Pre30 days past due through 120+ days past due.
• Negotiate payment arrangements, keeping our borrowers in their homes and keeping loans from turning into 30+ days past due.
• Maintaining an open line of communication with the borrower(s) after payment is received, allowing for early intervention and preempting future delinquencies.
• Utilize all available skip tracing tools to locate borrowers whose current contact information is inaccurate.
• Manage inbound and outbound calling queues via an automated calling system.

Requirements

Experience and Skills:

• Minimum two years of experience in a call center collection/customer service/mortgage servicing operations position.
• Excellent oral and written communication skills
• Microsoft Office proficiency (Word processing and spreadsheets, data entry, PC input, etc.)
• Familiarity with Investors' and PMI practices
• Residential and consumer product knowledge
• Loan servicing knowledge (investor, escrow, payoff, cashiering, ARM, etc.)
• Strong negotiating skills
• Ability to work independently
• Goal oriented
• Knowledge of CHFA/FHA, GNMA, FNMA, FHLMC, MI, and various other investors/insurer loss mitigation requirements.

Education

Bachelor's Degree in a business-related field or a combination of education and required minimum experience in a collection call center/customer service/mortgage servicing environment.

EEO Statement:

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status