Sutherland
Financial Services
CustomerServiceRepresentative-MortgageCollections&Servicing
Neural analysis suggests this role is
optimal for mid candidates.
“Customer Service Representative- Mortgage Collections & Servicing at Sutherland. Skills: Mortgage servicing, Customer support. Update demographic changes. Answer collection calls”
Industry & Context.
Potential work-at-home after 6 months
What They're Looking For.
Must Have
1+ years customer service experience, Experience working with people, Ability to navigate multiple applications, Time management skills
Nice to Have
Prior experience preferred, Excellent mortgage skills and knowledge
What You'll Do.
Update demographic changes
Answer collection calls
Make outbound calls to borrowers
Handle statement inquiries
Process phone payments
Handle extension requests
Address bankruptcy/foreclosure
Review account credit history
Negotiate account cure
Negotiate liquidation
Handle escrow requests
Handle document requests
Provide account status
Handle billing inquiries
Respond to customer inquiries
Listen to customer calls
Identify reason for call
Provide customer response
Utilize scripted materials
Follow up with customers
Manage calls through completion
How You'll Work.
Team & Collaboration
Collaborative team environment
Communication Scope
Verbal communication; Written communication
Full Job Description
THIS ROLE IS ON-SITE IN OUR TULSA, OK OFFICE. Potential Work-at-Home opportunity after 6 Months Eligibility determined by performance and Management discretion. Sutherland Mortgage Services Inc. is a premier nationwide provider of end-to-end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers. We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace. Sutherland is seeking Mortgage Servicing Customer Service Representatives who have experience providing borrowers with assistance. Prior experience preferred. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! * Demographic changes (e.g., address, name, email, authorized to speak with) * Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call. * Statement inquiries and requests * Phone payments and inquiries * Extensions * Due date changes * Bankruptcy/foreclosure * Account credit history review * Complaint handling * Collections * Account cure and liquidation negotiations (e.g., extension, payment options) * Payoffs, escrow, document requests, account status, billing inquiries, and web support. * Respond to customer inquiries regarding their mortgage loans via Servicer’s customer service telephone lines. * Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response. * Utilize
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