Payment Assistance Specialist

Job Description

About the Role

Payment Assistance Specialist

Job Details

Remote Type

Fully Remote

Job Category

Loan Servicing – Collections

Description

The Payment Assistance Specialist is responsible for communicating with borrowers to collect payments on delinquent accounts and inform borrowers of the availability of programs that may provide assistance in making their mortgage payment more affordable. Methods of communication may include outbound and inbound calls, e-mail, and/or online chat.

At UHM, we understand diversity comes in many different forms. It’s our commitment to improve inclusion in the workplace through programs and policies that establish a positive and inclusive environment where every Partner, regardless of their background, can grow and excel. We value diversity, educate on equity, and create inclusive partner opportunities to ensure that you know #UBelongAtUHM!

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following but are not limited to:

Maintain positive relationships while communicating with borrowers to:

Provide updates on accounts

Collect payments, promise-to-pay commitments and establish repayment plans

Provide information and guidance to borrowers for retaining their homes and/or discussing alternatives to foreclosure

Collect financial information and correctly input borrower data

Communicate non-home retention options to borrowers

Make contact with borrowers who may have been impacted by FEMA declared disasters to advise of assistance available

Follow up with borrowers on prior promise commitments

Maintain compliance with the Fair Debt Collection Practices Act (FDCPA) and other regulatory requirements as related to collection calls

Understand and adhere to investor, agency, and company guidelines

Assist in completion of administrative and clerical projects

Some evening and Saturday shifts required

Qualifications

EDUCATION AND/OR EXPERIENCE

High School diploma

Prior administrative experience

Prior call center or phone service experience

Access, input, retrieve and interpret information using applicable computer systems (including but not limited to: Microsoft Office, Outlook, Excel, lotus, etc.)

SKILLS

Ability to apply basic mathematical concepts such as adding, subtracting, multiplying and dividing and cash management

Organizational Skills

Analytical Skills

Understand and respond appropriately to basic inquires

Excellent customer service skills and professional attitude

Very strong communication skills. Ability to communicate with courtesy and diplomacy, efficiently follow written and verbal instructions, relay information clearly, and maintain effective and collaborative relationships with a diverse group of individuals, clients, staff, and outside contacts, in person, via email communication, and by telephone