Sr Consumer Advocate - Collections SWAT Team - WFH NATIONWIDE
Company: Flagstar Bank
Posted on: June 12, 2021
Sr Consumer Advocate - Collections SWAT Team - WFH
Work From Home TX
The Sr. Consumer Advocate is an advanced subject matter expert
in all areas of Collections, including: performing advanced skip
tracing responsibilities, daily loan maintenance, assisting with
answering inbound telephone calls, placing outbound calls to
mortgagers that are delinquent (early and late stage) as needed,
attempt to gather details surrounding a borrower's current
financial situation, create detailed documentation to ensure the
Collections process is tracked in an accurate manner, and
communicating with borrowers by offering support and guidance
during the review process for Loss Mitigation and Bankruptcy
(Single Points of Contact, SPOC). This advocate should also be
well-versed in community and state HHF Programs, FNMA Disaster
Network, Disaster Management leads, hardship relief assistance
programs, and will act as a service transfer concierge for those
Above all, the SWAT Team is responsible for independently
managing, researching, and documenting all Collections area
consumers & subject matters of high risk, high touch, and high
potential exposure to the Bank (within its SME) at a level that
meets or exceeds the Bank's high expectation in Default
The Collections process aims to reduce delinquency and includes
educating the borrower on payment options/methods, explaining
delinquency ramifications, and soliciting hardship assistance
programs. This advocate will support the Collections Team in
adhering to call center benchmarks reported to the organization and
investors. Call Center benchmarks include an average speed of
answer of 60 seconds or less, abandonment rate of less than 5
percent, and a blockage rate of less than 1 percent.
- Handle Inbound/Outbound Customer Contacts by Telephone.
Adhere to department guidelines with communication to the
borrower and/or third party. Maintain familiarity with up to 13
systems and applications in order to research inquires, escalate
issues to the appropriate departments, and perform the collection
process. Ensure customer questions and problems are resolved
properly and quickly. Escalate issues to third levels
appropriately. Educate borrowers on loss mitigation options,
hardship resources available, and encourage borrower application to
Loss Mitigation when appropriate. Use problem solving skills in
conjunction with departmental procedures in order to set up payment
arrangements or payment alternatives to cure delinquency. SWAT Team
job function will help reduce delinquency by reaching out to
customers and educating the customer on all hardship options
- Create and Maintain Documentation of Calls.
Document the systems regarding customer/borrower communication
in a thorough, accurate manner. Update status of the borrower's
financial information and/or hardship situation as needed. Use the
appropriate system codes in order to accurately report the
information provided by the customer/borrower. Document and submit
any complaints to the appropriate parties. Document account
maintenance requests submitted to management. SWAT Team job
function will adhere to and ensure accurate reporting of servicing
requirements on all borrower communication. Collaborating with
other default servicing teams, and other internal teams, to assist
in the continued development of a best in class default servicing
oversight operation. Communicating updates to and from default
servicing oversight to assist with clarity between all default
Complete the new hire training class with a passing grade.
Complete all required eLearning classes. Ensure familiarity with
the most up-to-date policies and procedures to communicate accurate
information to customers. Actively participate in monthly
performance meetings; meet or exceed all performance metrics.
Recognize and communicate the need for any potential additions
and/or modifications to the current policies and procedures.
Perform any additional responsibilities as assigned by management.
SWAT Team function will reduce servicing errors and decrease
employee turnover. Ensures compliance with applicable federal,
state and local laws and regulations. Completes all required
compliance training. Maintains knowledge of and adhere to
Flagstar's internal compliance policies and procedures. Takes
responsibility to keep up to date with changing regulations and
- Reinforces culture of shared ownership and accountability for
- Collaborating with other default servicing teams, and other
internal teams, to assist in the continued development of a best in
class default servicing oversight operation.
- Perform additional responsibilities as assigned by
- Ensures compliance with applicable federal, state and local
laws and regulations. Completes all required compliance training.
Maintains knowledge of and adhere to Flagstar's internal compliance
policies and procedures. Takes responsibility to keep up to date
with changing regulations and policies.
Internal Use Only: Job Band: G
Keywords: Flagstar Bank, Provo , Sr Consumer Advocate - Collections SWAT Team - WFH NATIONWIDE, Other , Provo, Utah
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