Position Summary:
In a call center environment, provides assistance and in-depth troubleshooting for members to retain their homes and/or coordinate a graceful exit.
Essential Duties and Responsibilities:
Minimum Qualifications:
(Education, Experience, Knowledge, Skills, and Abilities)
Education
High school diploma or GED required
Associates degree preferred or equivalent mix of education and collections experience.
Experience
Two to three years of previous collections/loan resolutions experience, customer service, or sales experience is highly preferred.
Strong understanding of foreclosure and/or real estate process
Knowledge, Skills, and Abilities
Desire to help people
Provide guidance in aiding to determine if a member is eligible for assistance in the Home Affordable Unemployment Program (HAUP), the Home Affordable Modification Program (HAMP), or the Home Affordable Foreclosure Alternatives Program (HAFA).
Professional telephone manner
Strong negotiation skills
Strong listening skills
Able to defuse high-tension situations confidently, effectively and professional
Ability to navigate quickly within various computer programs.
Possess a strong knowledge of all foreclosure and REO requirements.
Physical Demands and Work Environment:
(The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. An employee must frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 25 pounds to perform essential position functions.
Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.
This position may require travel up to 20% of the time based on business needs.
Attendance Requirements:
Regular attendance is an essential function of this position. This means that the employee is required to report to work on time and must remain available to clients during scheduled hours.
This position requires face-to-face interaction in person or by telephone and e-mail with members, clients, and vendors.
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 intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process.