MORTGAGE COLLECTOR

Job Summary

Makes collection efforts over the telephone to FirstBank’s customers with their mortgage payments in arrears.

Accountable for adhering to the Bank’s BSA, AML and Office of Foreign Asset Control (OFCA) applicable policies. Employee must follow specific unit procedures developed in compliance with the policies. Employee is also responsible for reporting any suspicious activity and/or transactions in accordance with the Bank’s processes and comply with any mandatory BSA, AML and OFAC training assigned.

Essential Responsibilities

• Conducts his/her collection efforts to customers with their mortgage loan in arrears, over the telephone, using the Lyricall and MSP systems, and complying with the average standard of daily number of calls.

• Registers in system the results of his/her collection efforts, including the payment promises from customers.

• Ensures his/her compliance with quality standards and established protocol in each call.

• Advise customers on their payment alternatives through the Loss Mitigation Program to avoid foreclosure.

• Refers all accounts with mortgage intervention situations, or internal payment verification, for analysis and investigation, using the Task Tracking screen in the MSP program.

• Receives and refers all service requests calls from customers.

• Supports other units in the departments, when required.

• Participates in special projects assigned, including collection campaigns.

• Process payments via pay by phone application.

• Request services through CCW application for updates and maintenance regarding delinquent loan information.

Independence of Judgment

Follows precise instructions, methods, procedures and policies. Employee works under direct supervision with little discretion to vary how tasks are performed or scheduled. The degree of judgment is related to the compilation and/or presentation of information and data processing and/or presentation of possible recommendations.

Impact of Errors

Not providing adequate service may impose an adverse impact upon the unit’s operations and the quality of service provided to customers.

Interpersonal Communication

Constantly communicates with customers and vendors. Frequently communicates with the unit’s officers to channel all customer’s special requests.

Physical Demands

Requires extended periods of time in the sitting position. Otherwise, the position has a regular working schedule in a favorable work environment. Occasionally, extended work hour required. Critical for the position the use of near and middle distance vision, as well as continuous visual accommodation required. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

The competencies detailed below are the behaviors to be exhibited by the incumbent while performing his/her duties as relates to our corporate values, culture and philosophy.

• Customer service: Manages difficult or emotional customer situations and responds promptly to customer needs

• Teamwork: Contributes to building a positive team spirit

• Ethics: Treats people with respect and upholds organizational values

• Quality: Demonstrates accuracy and thoroughness and looks for ways to improve and promote quality

• Computer literate (Word, Excel)

Education

Associate Degree. A combination of formal education and experience may be considered.

Experience

Two-years' experience in general office work, and customer service. Experience in Banking Collection field preferable.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not indented to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate reporting structure.

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