Consultant, Specialized Home Retention
PHH Mortgage

Job Info

Job Description

This position reports directly to the Home Retention Manager and is responsible for the timely service of customer requests for assistance with loan and mortgage issues.

Responsibilities include:

· Independently assist customers with requests for loan work out solutions, process and follow up on applications and provide customers with status updates.

· Assist customers with resolution plans through the use of forbearance agreements, loan reinstatement, loan modification, deed in lieu, pre-approved short sales and total debt payoff.

· Communicate all aspects of plan with customers and/or third parties. Manage and follow up on plans assigned in a timely manner.

· Timely completion of weekly/monthly performance reports and special assignments.

· Ability to handle customer service questions & inquiries on loans along with timely follow up.

· Ability to handle inbound and outbound calls from a call queue. Work with co-workers to assist in achieving team and department goals.

· Meet or exceed individual HRD standards (Monthly Goals).

Key Result Areas:

· Attain a monthly HRD of 125%

· Attain a monthly resolution rate of 82%

· Maintain departmental goal of 60 second ASA

· Maintain departmental goal of abandonment rate less than 5%

· Minimum QA scores of 95% monthly

Qualifications:

· High School Diploma, GED, equivalent certification, or military experience

· Collections/Mortgage background

· Excellent written and verbal communication skills

· Ability to type and provide excellent customer service

· Call Center background