• Guide and direct customer service team towards achieving operational goals.• Ensure that customer service team has excellent communication, problem solving and professional phone etiquette skills for achieving customer satisfaction.• Ensure that customer complaints are resolved in a professional manner.• Provide supervision and technical assistance to customer service team to attain departmental and organizational goals.• Hire and train customer service staff to deliver high class customer service.• Determine work procedures, work schedules, and workflow for customer service staff.• Perform annual reviews, appraisals and performance management reviews for the customer service staff.• Ensure that the customer calls are handled and answered in a timely and accurate fashion. • Develop standard procedures and policies for improving the service provided to customers. • Conduct meeting with Managers to discuss about process improvements and issues.• Maintain in-depth working knowledge of the company’s brands, systems and processes.• Monitor business and process metrics to measure and manage customer service effectiveness.• Educate customers about organization’s products or services.• Maintain communication with customers via emails, phone calls, mails, etc.• Prepare documentation and reports on routine customer correspondence for future reference purpose.

• Coach team members. An effective team leader coaches members on achieving goals and developing necessary skills that get results• Develop team strengths and improve weaknesses• Identify team goals and evaluate team progress• Resolve conflict• Organize team initiatives• Creating an inspiring team environment with an open communication culture • Setting clear team goals• Delegating tasks and set deadlines for your internal team• Oversee day-to-day operation• Monitor team performance and report on metrics• Motivate team members• Discover training needs and provide coaching• Listen to team members’ feedback and resolve any issues or conflicts• Recognize high performance and reward accomplishments• Encourage creativity and risk-taking• Suggest and organize team building activities

• Handle inbound calls to current and early-stage delinquent accounts.• Ability to assist in a variety of account issues including but not limited to; escrow, payment transactions, ARM changes, payoff requests, and other inquiries.• Adhere to all federal, state, and local collection laws and regulations such as the Fair Debt Collection Act (FDCPA).• Work specialized calling campaigns and or other special projects based on business/management needs.• Strong understanding of government programs including FNMA, FHLMC, and FHA/VA.• Ability to identify and provide early intervention workout options to borrowers facing imminent default or short-term hardship reasons.• Perform skip-tracing on accounts where inaccurate or no contact information is available.• Capable of following strict adherence and attendance requirements to ensure phone coverage available at all times• Assist customers with a warm and professional attitude• Assisted customers with questions• Interacted with customers through live chat• Kept records of customer complaints• Managed customer accounts• Assisted with technical support duties• Handled billing issues and order inquiries

• Handle inbound and outbound calls to current and early-stage delinquent accounts.• Ability to assist in a variety of account issues including but not limited to; escrow, payment transactions, ARM changes, payoff requests, and other inquiries.• Adhere to all federal, state, and local collection laws and regulations such as the Fair Debt Collection Act (FDCPA).• Work specialized calling campaigns and or other special projects based on business/management needs.• Strong understanding of government programs including FNMA, FHLMC, and FHA/VA.• Ability to identify and provide early intervention workout options to borrowers facing imminent default or short-term hardship reasons.• Perform skip-tracing on accounts where inaccurate or no contact information is available.• Capable of following strict adherence and attendance requirements to ensure phone coverage available at all times.

Contact delinquent borrowers in order to determine reason for delinquency, update application data, secure current financial information, and obtain commitments for repayment or determine best resolution to mitigate losses.· Maintain call control by overcoming objections; utilizing motivators and listening skills to bridge communication gap with the borrower.· Initiate workout programs to prevent foreclosures, analyze mortgagor’s financial statements, evaluate debt ratios, review mortgagor’s payment record and educate borrowers on alternative money sources/payment options to bring loan current. Work with borrower to reach a solution.· Perform skip tracing on all no-contacts utilizing (application data), internet skip tracing WEB sites, fact finding with third parties and determining best time to call.· Interact with other servicing departments and external entities to provide excellent customer service and resolve delinquencies.· Recommend Loss Mitigation referrals upon reviewing breach validation, and, analyze feasibility of short sale or long term repayment plan to mitigate losses.

• Deliver consistently superior customer care by meeting diverse customer expectations and being knowledgeable about each borrower’s situation • Work directly on inbound and outbound calls with borrowers experiencing difficulty in loss mitigation or foreclosure process • Provide basic information about the status of the homeowner’s account, including pending loan modification application and other Loss Mitigation alternatives• Possess expert-level understanding of all modification programs and maintain robust knowledge of other non-modification workouts and non-foreclosure liquidation options.• Accurately pre-qualify customers for modification programs and use available technology to correctly estimate modification terms.• Serve as liaison between borrower and underwriting groups and work to clear any internal process hurdles• Identify missing documents and facilitate the submission of documents for a modification application• Provide detailed explanations regarding reasons for modification approval or denial and assist customer to find and access other forms of assistance if applicable including credit counseling, Hardest Hit Funds, and property liquidation• Communicate with foreclosure department to provide answers to foreclosure-related questions on the account if loss mitigation efforts do not succeed.

• Maintained activities on all accounts and collected daily data in all delinquent accounts.• Monitored and managed all inbound and outbound collection calls.• Administered collection of mortgage payments and received all outstanding fees.• Evaluated borrower’s financial condition to prepare strategies in case of nonpayment of debt.• Monitored loss mitigation process and made borrower follow up.• Prepared and followed target goals and maintained a proper queue at all times.• Analyzed and identified problem areas and ensured appropriate resolution.• Assisted other departments in loss mitigation process.

• Maintain focus on customers who are at risk of foreclosure and borrowers who need assistance with alternatives such payment modification, payment plan, short sales, and deed in lieu. • Must work to ensure efficient and effective operations by assisting with the establishment of policies, practices and procedures. • Perform clerical duties for Loan Counselors within established FHA, VA, FHLMC, FNMA and various private investor guidelines. • Complete timely and accurate research and/or review of loans and need to have a broad understanding of the mortgage business as related to default. • Responsible for ensuring timely and efficient processing.