Collections Team Lead - OnSite

This is an onsite role in our Virginia Beach Campus, 3637 Sentara Way  Virginia Beach, VA 23452.

Responsible for assisting in the supervision of the collection staff to include monitoring calls and providing feedback. In addition the team lead is responsible for call overflow, suspense reporting, client relations follow up and any other duties assigned by a supervisor. The team lead will handle calls related to delinquency in accordance with all government, investor, and client guidelines to prevent foreclosure and financial losses to the investor. Answer inbound and make outbound calls on loans in all stages of delinquency, including loans in foreclosure and loss mitigation. Handle moderately difficult skip-trace assignments, assess the individual circumstances on delinquent mortgage loans and decide upon an appropriate course of action.

• Listen to the Collections General voice mail box on a daily basis.  Note loans with the corresponding action, i.e. leaving a message, etc. and/or forward email to correct department for follow up.
• Assist with daily team meeting by discussing issues that have been brought to management’s attention through emails, listening to calls, conversations on the floor, or doing monitors so that everyone understands teamwork and to clarify processes.
• Review COLCSH tasks at least twice daily. Respond to task by giving cash posting instructions via task. Depending on stop that may be on loan, may need to email person handling that private loans.
• Review Formstorm twice daily. If able to post payment right away, submit direction through Formstorm application. If dealing with a private loan send email to appropriate client, advising them of payment received and status of loan. Once approval or denial is obtained submit request direction via Formstorm workstation as directed
• Skip trace Tasks are submitted by various departments companywide and are done on as needed basis. The Skip Trace Task is performed using various free websites such as; Reverse Search, White pages, Anywho.com etc. Depending on delinquency of loan I will use Accurint (Lexus-Nexus) to find additional information on borrowers. Note loans with any information found.
• Receipts of E FAXES-review faxes received and submit research and /or reversals to cash departments. Note loans with direction taken and follow up as needed to be sure task is completed.
• Work COLESC tasks by reviewing loan for issue. Respond to agent if additional information is needed. Submit COLRES task if research is needed regarding a payment or submit a paper reversal regarding a payment that was misapplied and giving cash department direction as to how to apply reversed funds.
• Floor Coverage-respond to agent questions by walking the floor or by agent’s using the assist button.
• Take Escalated calls at desk, note loan with issue, submit task for any additional work that may be needed on loan as a result of escalated call and make clear notes on loan.
• Receive and review paper Loss Mitigation Escalation forms, note loan, forward escalation to ALD for review before forwarding to the Loss Mitigation Supervisor.
• Receipt of emails from various departments that require follow up, calls to borrower, calls and/or emails to clients as needed for resolution of issue or clarification of issue, then respond back to original department with response.
• Receive Footprints Tickets from Client Relations that require follow up and response within 24 hours. Call borrowers as requested and follow up Footprints tickets within a 24 hour time frame.
• Assist supervisor with feedback and coaching to Loan Counselors regarding performance, call quality and other behavior that may need addressing out on the floor.
• Coach Loan Counselors in areas of weakness in order to assist Loan Counselors with changes that may be necessary to improve their   performance and/ or deficiencies in performing their day to day tasks. This is performed during monitors, one or ones, meeting with team and/or individual Loan counselors as needed.
• A Team Lead must be flexible with their time and schedule in order to meet the needs of the Collection floor.
• All other duties as assigned.

• High School Diploma or equivalent required
• Minimum of three years collections, loss mitigation or other mortgage/real estate related experience
• 2 years of experience as a senior loan counselor or 6 months supervisory experience.
• At least two year of telephone customer contact experience
• Complete knowledge of relevant federal regulations and/or the Fair Debt Collection Protection Act
• Ability to learn rules, regulations, laws and methods of collection and skip tracing
• Excellent analytical, communication, and negotiating skills
• Ability to work well on a team and focus on results; adaptable and flexible
• Ability to structure a deal that serves the best interest of the organization, insurer, and client
• Solid PC experience and typing skills
• Ability to work in a structured environment
• Ability to use a dialer system to make/receive phone calls

WORK CONDITIONS

Working conditions are normal for an office environment. Must have the ability to attend work and be productive during normal business hours and to work early, late or weekend hours as needed for successful job performance. Overtime required as necessary. Some travel may be required.

ESSENTIAL FUNCTIONS

Overtime – Required as necessary

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Speaking — Talking to others to convey information effectively.

Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

Active Listening — Giving full attention to what other people is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Instructing — Teaching others how to do something.

Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Time Management — Managing one's own time and the time of others.

Writing — Communicating effectively in writing as appropriate for the needs of the audience.

Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense.

Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

Written Comprehension — The ability to read and understand information and ideas presented in writing.

Inductive  Reasoning  —  The  ability  to combine  pieces  of  information  to form  general  rules  or  conclusions  (includes  finding  a relationship among seemingly unrelated events).

Information Ordering — The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Near Vision — The ability to see details at close range (within a few feet of the observer).

Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

Oral Expression — The ability to communicate information and ideas in speaking so others will understand.

Speech Recognition — The ability to identify and understand the speech of another person.

Speech Clarity — The ability to speak clearly so others can understand you.

PHYSICAL DEMANDS

Sitting up to 95% of time

Walking up to 5% of time

Occasional standing, stooping, kneeling, crouching and reaching

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION POLICY

LoanCare, its affiliates and subsidiaries, is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, protected veteran status, national origin, sexual orientation, gender identity or expression (including transgender status), genetic information or any other characteristic protected by applicable law.

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation