Consultant, Home Retention in West Palm Beach, FL at PHH Mortgage Corporation

Date Posted: 2/11/2020

Job Snapshot

Job Description

Description

POSITION SUMMARY:



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 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




Primary Location
US-FL-West Palm Beach

Job
Residential Servicing

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