Home Preservation Early Outreach Collections Specialist
Description
About Us:
Umpqua Bank is headquartered in the Pacific Northwest with 5,000+ employees and offers banking services to customers throughout the nation. It’s an especially exciting time to join our team as, following the recent merger with Columbia Bank, we have grown to become a leading western-based regional bank with more than $50B in assets under management and an unwavering commitment to our associates, our customers, and our communities.
We create a great place to work by offering a special brand of relationship banking and by providing a culture where associates thrive. Associates who embody our core values fit in well here and we are eager to meet candidates who demonstrate behaviors that align with Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships.
About the Role:
Responsible for early collections on first lien mortgage loans, mortgage loan servicing, ongoing customer service. Works within an environment of high work volumes and established deadlines. Handles assigned tasks according to multiple investor requirements; FNMA, FHLMC, GNMA, FHA, VA, RD and Umpqua bank portfolio loans. Requires knowledge of lending documents and investor policies and procedures. Assists with assignments that are complex and specialized in nature. Generally, acts independently to determine methods and procedures on new assignments.
- Make collection calls on accounts within the first 30 days of delinquency, new loans, and those with returned payments.
- Accept phone payments to satisfy payments due.
- Advise borrowers regarding availability of loss mitigation plans.
- Answer and monitor inbound calls for Home Preservation and accounts under 30 days past due.
- Additional assigned duties may include mail, voicemail and email processing.
- Performs mortgage loan servicing tasks with a high degree of customer service, including maintenance requests, error resolutions, audits.
- May be point of contact for internal and external phone inquiries and servicing related tasks. May assist with escalations.
- Actively participates in continuous improvement efforts supporting the vision of continuous flow production and zero defects.
- Assists coworkers and management in completing research as needed.
- May be asked to train junior associates. Takes personal initiative and is a positive example for others to emulate.
- Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities -- knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation and investor rule changes.
- Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training.
- Maintain a working knowledge of Bank's written policies and procedures regarding Bank Secrecy Act, Regulation CC, Regulation E, Bank Security and other regulations as applicable to this job description.
- Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words.
- Takes personal initiative and is a positive example for others to emulate.
- Other duties as assigned.
About You:
- High school diploma or GED required.
- Associate's Degree or equivalent experience preferred.
- 2-4 years of experience in banking, loan servicing or equivalent experience.
- Possess working knowledge of Mortgage loans, function/department, regulations, policies and procedures.
- Demonstrated advanced math, analytical, multi-tasking and problem-solving skills.
- Possess excellent interpersonal, verbal, and written communication skills.
- Advanced proficiency of computer software including Word, Excel, loan servicing systems and other office equipment. Ability to trouble shoot and determine best workflow practices.
- Ability to work in a service-oriented environment with high work volumes and deadlines.
- Demonstrated critical thinking and analytical skills.
Work Style:
Umpqua Bank offers a Flexible Workplace Program, and this opportunity comes with the Full Office work style which is working in office from a designated company location five days weekly.
Our Benefits:
We offer a competitive total rewards package including base wages and comprehensive benefits. The pay range for this role is $18.00 to $24.00, and the pay rate for the selected candidate is dependent upon a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills, and experience, education, and geographic location. The role may be eligible for performance-based incentive compensation and those details will be provided during the recruitment process.
We offer eligible associates comprehensive healthcare coverage (medical, dental, and vision plans), a 401(k)-retirement savings plan with employer match for qualifying associate contributions, an employee assistance program, life insurance, disability insurance, tuition assistance, mental health resources, identity theft protection, legal support, auto and home insurance, pet insurance, access to an online discount marketplace, and paid vacation, sick days, volunteer days, and holidays. Benefit eligibility begins the first day of the month following the date of hire for associates who are regularly scheduled to work at least thirty hours weekly.
Our Commitment to Diversity:
Umpqua Bank is an equal opportunity and affirmative action employer committed to employing, engaging, and developing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, gender expression, protected veteran status, disability, or any other applicable protected status or characteristics. If you require an accommodation to complete the application or interview(s), please let us know by email: [email protected]
To Staffing and Recruiting Agencies:
Our posted job opportunities are only intended for individuals seeking employment at Umpqua Bank. Umpqua Bank does not accept unsolicited resumes or applications from agencies and Umpqua Bank will not be responsible for any fees related to unsolicited resume submissions. Staffing and recruiting agencies are not authorized to submit profiles, applications, or resumes to this site or to any Umpqua Bank employee and any such submissions will be considered unsolicited unless requested directly by a member of the Talent Acquisition team.