Servicing Debt Counselor - Jacksonville

Company Overview

As a part of TIAA's Financial Solutions business, TIAA Bank, a division of TIAA, FSB, provides full-service, nationwide banking and lending services to consumer, commercial and institutional clients through a variety of channels, including online, its Florida-based financial centers and at other business offices throughout the country.

Primary Characteristics
Works within the Homeowner Solutions Team (Default) Contact Center and contacts clients to remedy delinquency or non-payments. Determines appropriate collection alternatives to settle shortfalls while adhering to regulatory and agency guidelines. Provides loss mitigation options and works closely with the Loss Mitigation Relationship Managers to ensure client understands options available.

Essential Functions

• Makes an analytical assessment of each mortgagors financial standing and be able to discuss the available options with them in a professional manner.
• Maintains quality service to all clients on inbound and outbound calls while being courteous and responsive.
• Maintains client records by verifying and updating account information while capturing reason for delinquency.
• Contributes to team effort by answering customer phone calls in a timely manner; by completing all duties as assigned.
• Demonstrates proficiency in product knowledge, schedule adherence, and meeting call time and quality standards.
• Handles calls in a timely manner by listening, determining the reason for the call, selecting and explaining best solutions, expediting to management, if applicable, and/or following up with the client as required.
• Discusses and proposes various workout options with the clients.
• Completes proper documentation of the workstation.
• Monitors and follows-up on repayment plans.
• Completes proper closure of workouts on the workstation.
• Ensures all investor/insurer guidelines are met.
• Takes ownership in problem resolution.

Knowledge, Skills, and Abilities Requirements

• Effective verbal and written communication skills. Capable of tailoring communication to each unique situation. Active listener and good with probing to clarify any ambiguity.
• Proficient computer and keyboard skills
• Working knowledge of the MSP system
• Ability to work well under pressure
• Ability to work well in a team oriented environment
• Ability to handle multiple tasks while maintaining a high level of service
• Detailed oriented
• Excellent organizational and time management skills
• Strong analytical skills
• Must demonstrate strong commitment to customer service excellence

Required Minimum Qualifications

• High School Diploma or equivalent
• 2 years customer service and/or collections experience
• Proficient knowledge of servicing system(s)

Preferred Minimum Qualifications

• 1 years in a financial environment
• Knowledge of various mortgage servicing investor/insurer guidelines

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We are an Equal Opportunity/Affirmative Action Employer. We will consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.