Consultant, Home Retention Reverse Servicing
PHH Mortgage

Job Info

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Job Description

As an established leader in the Reverse Mortgage Origination space, PHH is excited to be building a best in class Reverse Mortgage Servicing platform. This platform will service our own originated product and ultimately provide outstanding servicing to third-party clients. Over the coming months, we will be building out the Servicing platform and leveraging our existing infrastructure where ever possible. Come join our team and get in on the ground floor to be a part of this exciting opportunity. We are looking for motivated, talented individuals that thrive in a fast paced environment that are eager to be part of this new team.

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.

JOB FUNCTIONS AND RESPONSIBILITIES:

• 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 , payment plans, loan reinstatement, , deed in lieu, pre-approved short sales and total debt payoff.

Obtain HUD approval for loss mitigation plans in accordance with HUD guidelines and requirements.

• Communicate all aspects of plan with customers, heirs and/or authorized 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

This job has expired.