Customer Experience / Collections

TEKsystems
$19.00 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Michigan, Grand Rapids
Apr 17, 2025
Description Shift: this position is traditionally 8:30am-5pm. Ideally, they would like to have both candidates be hybrid. 3 days a week in office, and two out. I am open to to hearing about candidates that may need more flexibility. Training is 2-3 weeks. Working with Team Lead, Shadow in this group and other teams too! -Could shadow in servicing too! Will get laptop, keyboard, mouse, phone access. Hard to fill this position: Why? This is a super FAST paced environment. i.80-100 calls per day. Inbound calls too, but MOSTLY outbound. 1.30-50 calls a day - those are the inbound lines for payment, Early intervention. 30 days past due or falling behind for lost mitigation or 2.Email - will reach out too. 3.There is a que set up and they are on a Dialer! 4.Need to have Thick Skin. 5.NO script! Just need to kill people with kindness all day. 6.Calls are very personable. 7.Initiating payment plans... 8.Home preservation and Collections: someone who understands the collections space. It is very heavy and negative all the time and it takes a special person to do this. 9.Being nice on the phone, thick 10.Team player as we are all working toward an overall goal. - Home preservation and Collections: someone who understands the collections space. It is very heavy and negative all the time and it takes a special person to do this. - Being nice on the phone, thick - Team player as we are all working toward an overall goal. --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Corporate Job Description: Role: Primary duty is to be the single point of contact for past due borrowers, including outreach and early intervention of delinquent accounts. Essential Functions & Responsibilities: - 40% Monitors delinquent mortgage accounts up to 120 days. Actively attempts to bring delinquent mortgage accounts current at the 15, 30, 60, and 90 day level. - 20% Makes outbound collections calls in a professional manner. Prepares and sends out appropriate written notices as needed. Answers incoming borrower telephone communications and responds to delinquent borrower written communications as needed. - 15% Researches borrower information to determine valid contact information. Analyzes financial situation of delinquent borrowers; determines and evaluates reasons for delinquency. Discusses payment options, including available government programs. Refers and escalates cases as necessary for further review. - 10% Updates system coding and notes accordingly to monitor and report status of collection efforts. - 5% Follows federal and state laws concerning handling debt collection as well as meet legal requirements and follow internal policies. Informs management of trends in loan underwriting contributing to delinquent/charged-off loans. - 5% Willing and able to work some evening and weekend shifts. - 5% Performs other job related duties as assigned. Some of the highlighted daily duties: Handling accounts that are currently 15, 30, 60, and 90 day delinquent level. Ability to make about 80-100 outbound collection calls a day. Ability to handle inbound calls on a dialer. Strong attention to detail. Ability to remain professional in high intense situations/strong customer service skills. Strong communication, both verbal and written. Shift: 8:30AM-5:00PM EST, Monday-Friday, with a late day once a week until 6:30PM (would come in late on their late days). Some of the qualities we are looking for: Detail oriented Quick learner Strong computer skills Customer service skills Mortgage knowledge (helpful) Collections experience (helpful) Pay and Benefits* The pay range for this position is $19.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Grand Rapids,MI. Application Deadline This position is anticipated to close on Apr 30, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.