Default Service Specialist Senior – SPOC – Knoxville, TN

Location: On site at location listed in job posting

At First Horizon Bank Operations, we are on a mission to deliver a seamless customer experience. We are passionate about doing things right and doing the right things. We collaborate with each other and with our internal business partners to delight our customers. We believe in creating an environment where everyone’s ideas are valued so that the team operates at its best. Our team members serve with humility and a deep commitment to their responsibility to be the best at serving their customers one opportunity at a time.

Position Overview:

The Single Point of Contact (SPOC) Default Servicing Specialist role is responsible for providing delinquent or imminent default real estate borrowers with a direct point of contact that will assist them through the loss mitigation servicing process when considering home retention or non-retention options. In addition, customers in default or imminent danger of default (not limited to real estate products), contact SPOC for assistance in assessing, resolving and executing appropriate workout solutions. 

We are seeking a dedicated, disciplined individual who excels in a team environment, who takes ownership and who is enthusiastic about a job well done.

Essential Duties and Responsibilities:

• Models high level of sincere empathy and sensitivity with customers when communicating difficult, and oftentimes, life-impacting solutions.
• Cross-collaborates with inter-department teams and other business lines, exhibiting outstanding customer service, communication skills, researching, resolving issues, and maintaining a sense of urgency to keep customer requests within regulations.
• Reviews all information the borrower has provided in connection with a loss mitigation application for submission to underwriting including, but not limited to, income and credit, in addition to entry into the application system.
• Fosters a positive team and working environment.
• Communicates effectively with a diverse population of borrowers.
• Handles all situations in a professional, ethical manner.
• Escalates special situations or problems, as necessary.
• Consistently meets quality control and data integrity standards utilizing required systems.
• Empowered to make decisions within his or her level of authority for determining when a complete package, missing documents, or post-approval stipulations have been received.
• Responsible for contacting and providing the borrower with accurate information pertaining, but not limited, to the following:
• Loss mitigation options available to the borrower.
• Collection of sensitive borrower income documentation for application entry to include, but not limited to, tax returns and paycheck stubs.
• Actions the borrower must take to be evaluated for loss mitigation options, including requirements to submit a complete loss mitigation application.
• Applicable loss mitigation deadlines for returning documentation required to decision a borrower’s mortgage loan application for a workout/modification program.
• The status of any loss mitigation application that the borrower has submitted.
• Actions the borrower must take to appeal the modification denial, when applicable.
• The circumstances under which the borrower may be referred to foreclosure.
• Assist borrower with making payments (negotiates/facilitates sense of urgency) when monies are owed, up to and including asking for delinquent payments, taking check by phone payments, and setting up payment arrangements (including follow-up on loan repayment agreements).
• Assistance/guidance to borrowers with the completion of any/all documents in the workout package, when applicable.
• Other duties as assigned.

Customer contact includes, but is not limited to, the following:

• Being available to take incoming and make outgoing calls to/from borrowers regarding their requests for:
• Customer assistance, which may or may not pertain to hardship assistance
• Modification package information
• Documentation being requested and/or sent with sense of urgency timeline
• How to complete the package documents by walking the customer through requirements and needs
• Providing a current status of where we are in the process (modification, short/long term assistance)
• Making payments by taking check by phone payments

Abilities:

• Customer centric focus
• Ability to analyze and make decisions for complex borrower requests
• Knowledge of consumer banking, mortgage loans, credit bureaus, real estate, and income calculations
• Ability to work under pressure and meet deadlines
• Ability to evaluate situations and make appropriate business decisions
• Ability to manage multiple and/or conflicting responsibilities
• Ability to work well with others and build rapport in business situations
• Ability to promote the appropriate company image and maintain a professional attitude
• Ability to work independently and without direct supervision
• Ability to work in contact center environment, to include wearing a headset

Skills:

• Excellent computer skills with strong knowledge of email and Microsoft Office
• Strong verbal and written communication skills
• Exceptional organizational and time management skills
• Problem solving skills
• Attention to detail and ability to identify potential issues

Education and/or Work Experience Requirements:

• College graduate preferred or equivalent experience in related field.
• 1-2 years of experience in banking, consumer lending operations, or customer service.
• Helpful to have default servicing, collections, loss mitigation experience with understanding of modifications, FDCPA, UDAAP, FFIEC regulatory guidance. 

Note:

• As part of the employment process for this position, you will have to meet the requirements of a personal credit check.  This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations.  Ongoing employment is contingent upon meeting all such requirements.

Physical Requirements:

• Basic keyboarding or other repetitive motions
• Lifting/pushing objects
• Must be able to talk, listen and speak clearly on telephone
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
• Ability to safely and successfully perform the essential job functions consistent with or without the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.

Hours / Location:

• 8:30 AM – 5:00 PM / Monday – Friday

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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