At arenaflex, we're dedicated to making a difference in people's lives and uplifting the diverse communities we serve. As a Mortgage Customer Outreach Specialist II, you'll play a vital role in our collections team, working closely with borrowers who are in early to late stages of default on their mortgage loans. Your primary responsibility will be to initiate contact with consumers, collect past due payments, and maintain compliance with all state and federal laws and regulations applicable to consumer collection activity.
**About arenaflex**
arenaflex is a financial holding company headquartered in Buffalo, New York, with a network of over 1,000 branches and 2,200 ATMs spanning 12 states from Maine to Virginia and Washington, D.C. For over 165 years, we've strived to take an active role in our communities and build long-lasting relationships with our customers. We're a bank for communities, combining the capabilities of a large bank with the care of a locally focused institution.
**Key Responsibilities**
As a Mortgage Customer Outreach Specialist II, you'll be responsible for:
- Initiating direct contact with consumers in early to late stages of default on their mortgage loans
- Collecting past due payments while maintaining compliance with all state and federal laws and regulations applicable to consumer collection activity
- Collecting consumer financial information, assessing their ability to repay their delinquency, and identifying appropriate solutions
- Arranging repayment plans or identifying referrals to Loss Mitigation or Alternative Lending as necessary
- Analyzing financial statements and loan opening documents to assess the likelihood of recovery
- Performing skip tracing to locate borrowers who have moved or changed contact information
- Handling inbound calls from various internal departments and consumers concerning all mortgage loan products in the various stages of delinquency
- Communicating all applicable state-specific call compliance requirements on both inbound and outbound calls received/made
- Identifying suspect situations (e.g., fraud, lack of insurance) and investigating exposure, escalating issues to management along with recommendation of appropriate course of action
- Analyzing account files to assess whether referral to foreclosure is appropriate
- Identifying and resolving problematic account situations where appropriate
- Understanding the workflow necessary for account maintenance/corrections
- Assisting in the training of new hires as requested by management
- Adhering to applicable compliance/operational risk controls in accordance with arenaflex or regulatory standards and policies
- Maintaining arenaflex internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable
- Promoting an environment that supports diversity and reflects the arenaflex brand
**Education and Experience**
To be successful in this role, you'll need:
- A combined 3 years' higher education and/or work experience, with a minimum of 1 year collections or customer service experience
- Ability to communicate effectively and professionally over the phone
- Excellent communication and customer service skills
- Experience and skill with negotiation
- Proficiency with word processing and spreadsheet software
- Bachelor's degree (preferred)
- 2 years' collections experience (preferred)
- Knowledge of arenaflex systems (preferred)
- Familiarity with skip tracing software and servicing systems (preferred)
**Skills and Competencies**
To excel in this role, you'll need:
- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment with multiple priorities
- Excellent problem-solving and analytical skills
- Ability to maintain confidentiality and handle sensitive information
- Strong negotiation and conflict resolution skills
- Proficiency with Microsoft Office and other software applications
- Ability to work independently and as part of a team
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our employees grow and develop their careers. As a Mortgage Customer Outreach Specialist II, you'll have opportunities to:
- Develop your skills and knowledge in collections and customer service
- Work with a diverse team of professionals who share your passion for making a difference in people's lives
- Participate in training and development programs to enhance your skills and knowledge
- Take on new challenges and responsibilities as you grow and develop in your career
- Enjoy a competitive compensation and benefits package, including medical and retirement benefits, paid time off, and opportunities for professional development
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a work environment that's supportive, collaborative, and respectful. As a Mortgage Customer Outreach Specialist II, you'll have the opportunity to work with a talented team of professionals who share your passion for making a difference in people's lives.
**Compensation, Perks, and Benefits**
arenaflex is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $18.57 - $30.95 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.
**How to Apply**
If you're passionate about making a difference in people's lives and have a strong background in collections and customer service, we encourage you to apply for this exciting opportunity. Please submit your application today!
**Equal Opportunity Employer**
arenaflex is an Equal Opportunity/Affirmative Action Employer, including disabilities and veterans. We're committed to creating a diverse and inclusive workplace that reflects the communities we serve.
**Accommodation Requests**
If you're unable to apply through this site due to technical issues or need an accommodation to apply, please contact us at
[email protected] for assistance.
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