Single Point of Contact (SPOC) (Default Servicing and Collections) Agent
Company: First Horizon Corp.
Location: Knoxville
Posted on: May 16, 2022
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Job Description:
Position Overview:
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.
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:
o Loss mitigation options available to the borrower.
o Collection of sensitive borrower income documentation for
application entry to include, but not limited to, tax returns and
paycheck stubs.
o Actions the borrower must take to be evaluated for loss
mitigation options, including requirements to submit a complete
loss mitigation application.
o Applicable loss mitigation deadlines for returning documentation
required to decision a borrower's mortgage loan application for a
workout/modification program.
o The status of any loss mitigation application that the borrower
has submitted.
o Actions the borrower must take to appeal the modification denial,
when applicable.
o The circumstances under which the borrower may be referred to
foreclosure.
o 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).
o Assistance/guidance to borrowers with the completion of any/all
documents in the workout package, when applicable.
Customer contact includes, but is not limited to, the
following:
o Customer assistance, which may or may not pertain to hardship
assistance
o Modification package information
o Documentation being requested and/or sent with sense of urgency
timeline
o How to complete the package documents by walking the customer
through requirements and needs
o Providing a current status of where we are in the process
(modification, short/long term assistance)
o Making payments by taking check by phone payments
Abilities:
Skills:
Education and/or Work Experience Requirements:
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:
GREAT benefits for healthcare, retirement, Education Assistance,
Wellness Programs, Career Development, and more!
Hours / Location:
Keywords: First Horizon Corp., Knoxville , Single Point of Contact (SPOC) (Default Servicing and Collections) Agent, Accounting, Auditing , Knoxville, Tennessee
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