Late Stage Counselor- Team Lead III

Description

Customer Service

• Initiating outbound and receiving inbound phone calls from borrowers
• Negotiate payment arrangements with Borrower to avoid mortgage delinquency. 
• Follows up with the borrowers on returned payments.
• Maintains a high standard of quality during every call.
• Works to meet the Borrower’s needs and maintain good customer relations while providing education and counseling as   necessary 

Team Lead

• Direct performance review and disciplinary questions and concerns to team supervisor
• Handle escalated matters upon request
• Assist in the training and development of counselors
• Lead department personnel-related issues including participation in training, coaching, motivation, recognition and monitoring work daily in support of the collection team
• Provide leadership, guidance, feedback and training to staff
• Complete QA compliance audits on a regular basis

Loan Administration

• Late Stage account collections
• Ability to speak professionally and pass QA compliance telephone audits
• Additional handling of projects as assigned by management
• Review Borrowers for Home Retention Programs based on loan type
• Manage Late Stage email
• Queue Management of Late Stage Counselors
• Ability to process escrow shortage spreads
• Obtain variance approval for specialized circumstances that are outside of GSE guides or internal policy/procedure within scope of responsibility  

Delinquency Control

• Resolve delinquency through collection efforts and Borrower assistance programs
• Raise borrower awareness of the advantages of conducting retention options early in the delinquency
• Consistently exceeds department goals and standards

Reliability & Engagement

• Maintains good attendance and punctuality
• Set a consistent and positive example to others while on the production floor
• Promote and maintain a positive team environment.
• Responsible for adhering to work schedules and ensuring that supervisor is apprised of any schedule changes due to unforeseen appointments or schedule conflicts

Personal Development

• Participates in training/cross-training and other educational classes that will benefit the Association, and the individual as it relates to the job
• Is currently and remains a team player that consistently aligns oneself with the Association's mission
• Training new associates.
• Shows interest in maintaining good work life balance

May perform other additional duties and responsibilities as assigned.

Requirements

• Being proficient as an Late Stage Counselor
• Strong verbal communication skills
• Strong organizational and critical thinking skills
• Self-motivated with an understanding sense of urgency
• Ability to handle multiple tasks and deadlines with high attention to detail
• Strong analytical skills to determine what is needed and where to spend effort throughout the day to maximize individual results
• One to three years of experience as a as a Late Stage Counselor
• Certified HUD Counseling Certification preferred