Job Description

Job Summary The Loan Counselor I - Bilingual is responsible for maintaining a delinquent loan collection program within established guidelines and procedures to minimize the delinquency status of the mortgage loan portfolio. Assist other loan counselors, as required, in the negotiation and collection of delinquent accounts. As a bilingual representative, this position handles inquiries and interactions in the customer’s preferred language. Essential Duties and Responsibilities Monitors all standard collection procedures according to Planet Home Lending's policy to minimize loan delinquencies. Assist mortgagors in bringing their loan current by contact through inbound/outbound calls, and established skip trace methods. Set payment arrangements for total amount due, or establish a repayment plan pursuant to Agency/Investor Guidelines as well as Planet Home Lending policy. Document and maintain on-line collection history detailing events to bring the loan current. These events should include but are not limited to the reason for default, updated financial information, and an explanation of how and when the loan will become current. Evaluate all mortgagors who do not have the ability to bring the loan current then refer to the Mitigation Department. Complete performance standards on each daily assignment of loan, maintain quality call standards and meet call goals daily. Maintain up to date knowledge and adhere to investor rules and requirements. Performs other duties as assigned. Position Requirements Education High school diploma or equivalent Experience Experience using specified second language in a professional capacity is required. Language testing may be required. One year of collection experience or equivalent Mortgage collection experience a plus Courteous, tactful and assertive interpersonal skills Demonstrates effective listening skills Data Entry Skills Strong analytical and negotiating skills Ability to work well on a team and focus on results Ability to research and resolve problems effectively Functional/Technical Skills Courteous, tactful and assertive interpersonal skills Demonstrates effective listening skills Data Entry Skills Strong analytical and negotiating skills Ability to work well on a team and focus on results Ability to research and resolve problems effectively Good verbal and written communication skills with strong interpersonal skills Possess strong problem-solving skills Ability to work effectively in a demanding, team-oriented, and fast-paced environment Working experience within a call center Experience working with Microsoft Windows applications Ability to work assigned/flexible hours necessary to complete the job on a weekly basis Environmental/Physical Demands Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice. #J-18808-Ljbffr Planet Home Lending, LLC

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