Customer Relationship Manager I- Pittsburgh, PA : 1200011106 Job in Pittsburgh, Pennsylvania US
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Customer Relationship Manager I- Pittsburgh, PA : 1200011793
Description
Cultivates and maintains on-going customer relationships. Manages a portfolio of delinquent loans by working with loan modification and disposition specialists to determine solutions that will cure the account in a timely manner. Presents customers with and educates customers on options such as Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure. Responsibilities may include responding to customer, investor, or other 3rd party inquiries, researching, preparing, and/or procuring documentation, or analyzing requests in accordance with established guidelines and determining appropriate course of action. Typically will have more than 3 years mortgage experience.
General knowledge about the entire loss mitigation process is necessary to manage a large portfolio of customers throughout the default servicing lifecycle. The Customer Relationship Manager (CRM) position requires expertise in loan modifications specific to the investor segment. The CRM serves as a single point of contact and trusted advisor for these borrowers. Sensitivity to the nature of a distressed customer situation and professional demeanor are important attributes to possess in communicating with customers, as well as setting expectations, about loan status and possibly difficult decisions up to the final resolution. The CRM will oversee broad set of activities that include managing a portfolio of loans in default, loan modifications, document validation, NPV modeling, second mortgage modifications, short sale/ DIL, and answer technical foreclosure questions. In many cases, (e.g., short sale/DIL/foreclosure) the CRM will be need to initiate a three-way conference call to facilitate connecting the borrower with the appropriate expert who can address specific questions and situation. The CRM will need to document notes in the customer-facing system and monitor accounts for trial payments, including lengthy repayment plans and special forbearances. The CRM will work closely with process support staffs that are able to assist with non-customer facing activities, such as pre-validation document checking, impounding, escrow, and investor approvals. Ability to clearly communicate the customer's current status and the steps that are required in order for us to make a Fair, Fast and Final decision. Demonstrated ability to meet/exceed established performance metrics, such as: number of decisions made in a day, answering 80% of calls in 20 seconds or less and returning messages left by customers within established timeframes.
Responsibilities:
Demonstrated past success as a loss mitigation negotiator or late stage collector
Ability to "collect" and "close the deal"
Ability to focus on the stated problem and synthesize information and knowledge to achieve a solution
Ability to build internal relationships and work closely with a team to facilitate loss mitigation options for customers
Ability to methodically present options and mitigation terms to customers
Ability to monitor accounts through loss mitigation closing process
Knowledgeable about the organization, products and services to ensure compliance with federal laws and company guidelines that minimize loan losses and legal concerns
Qualifications
Required Skills:
Minimum 3 Years of Mortgage Servicing Experience
Desired Skills:
A Minimum of 3 Years of Customer Service and Financial Services Experience Required
A year of Default Mortgage Servicing Experience Preferred
Must have the ability to establish and cultivate long term relationships with the customers
Must have the ability to guide customers through the retention and/or liquidation process and navigate on their behalf
Must be sensitive to the nature of a distressed customer situation and show dignity and respect, especially during a homeowner transition
Should quickly identify and overcome road blocks and obstacles that prevent timely decisioning for a customer
Strong communication and influencing skills that allows the successful candidate to: Communicate negative decisions (declines) in a professional and constructive manner, while transitioning the customer to a liquidation discussion
Excellent verbal and written communication skills.
Computer and telephone skills.
Type minimum of 40 WPM