Loan Counselor (Call Center Collections Specialist) [Hybrid]

Business is Booming! Planet Home Lending, LLC, is a privately held, full-service, national mortgage lender and servicer company.

Planet is FNMA and FHLMC approved and sells through the Retail and Correspondent Channels, offering FHA, VA, Conventional, USDA and many other products.

Planet Home Lending continues to reach month over month sales and servicing increases! Come join us!

Job Summary

The Loan Counselor 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.

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.

• 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

• 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

• Excellent 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

Standard office environment unless otherwise stated.

Benefits

Our benefits package includes 3 comprehensive Cigna or Kaiser medical plans, dental, and vision insurance. We provide short term and long-term disability insurance, basic life insurance, 401(k), and 11 employer paid holidays.

In addition, we offer supplemental benefits to include life insurance, critical illness and accident plans.