Customer Care and Collections Representative

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Summary/Objective In this hybrid role, the SWAT Care Team Representative is accountable for offering effective customer service to both internal and external clients, utilizing a strong grasp of company processes and ensuring effective interaction with team members within the Customer Care and collections department. Additionally, this representative will oversee a portfolio of newly modified loans for the initial 6-8 months following their reinstatement, as part of the BSI Fresh Start Program

What you will do:

• Professionally handle a high volume of incoming calls while maintaining an enthusiastic and positive attitude.
• Thoroughly and efficiently gather all customer information, assess, and fulfill customer needs.
• Meet or exceed required company and departmental performance metrics.

• Attendance and Punctuality

• An availability rate of 86% or greater.

• Meeting quality control checks on 10 randomized calls.

• 30 minutes or less spent in “wrap-up” time daily.

• Effectively process 75+ calls daily.

• Responsible for accurately notating call disposition.
• Provides timely and accurate information for incoming borrower calls, as well as outgoing.
• Handle servicing for mortgages that may be delinquent as well as current accounts. These questions could vary from account balances to other company departments' functions.
• Counsel borrowers to continue current status after loss mitigation workout.
• Answer general account information pertaining to mortgage loan inquiries
• Collect payments from customers over the phone
• Assist customers navigate the website for payment and account information
• Responsible for meeting legal requirements and following internal policies

What were looking for:

• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal skills—the individual maintains confidentiality, remains open to others' ideas, and exhibits willingness to learn new things.
• Oral communication—the individual speaks clearly and confidently in positive or negative situations and demonstrates group presentation skills.
• Written communication—the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
• Problem solving—the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.
• Quality control—the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality meets the required metrics.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent changes, delays, or unexpected events.
• Customer/Client Focus
• Must be able to work independently, as well as team oriented

Work Environment:

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Position Type and Expected Hours of Work:

• This is a full-time position. Multiple shifts available Monday-Friday (8:00AM-5:00PM, 9:00AM- 6:00PM, 10:00AM-7:00 PM, 11:00AM-8:00PM, or 12:00PM-9:00PM) with a required
• one or two Saturdays per month 9:00AM-1:00PM. These hours may change upon the needs of the company.

Education and Experience:

• High School Diploma
• 2-5 years prior Customer service experience required.
• Senior Customer Care Agent preferred.
• Collections experience preferred.
• Minimum 2 years of call center experience.
• Mortgage industry experience preferred
• Basic computer skills knowledge required
• Basic knowledge of Microsoft Office Suite such as Excel, Word, and Teams

Other Duties: Please note this is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What's in it for you?

• Competitive compensation and full benefits package include medical, dental, and vision.
• 100% company-paid life insurance and disability coverage!
• 401K with company matching!
• 17 days PTO (increases with tenure) and 9 company paid holidays!
• Professional but fun, casual work environment and great team culture!

About BSI Financial Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible. BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies. EEO Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.