Job Title: Single Point of Contact (“SPOC”)
Reports To: Customer Relationship Manager
FLSA Status: Non-Exempt
Location: Houston, TX
The SPOC position is a crucial role for providing our borrowers with a dedicated and specific individual at Reverse Mortgage Solutions (“RMS”). At RMS, we value self-motivated and professional employees who enjoy having a voice and being in a position that offers an opportunity for growth, development and understanding of the reverse mortgage process.
In this role, you will have an immediate impact as you assist the borrower from initial contact through final resolution of the default. On a daily basis you will receive and place calls to borrowers, which establishes the SPOC relationship. You will be challenged to remain aware of status of loans throughout the default timeline and be prepared to support all resolutions efforts. You will provide counseling to borrowers regarding options such as extensions, repayment plans, deed in lieu and short sales.
Essential Duties and Responsibilities Include The Following:
- Manage individual workflow according to department procedure and assigned responsibility.
- Make recommendations and resolve problems of unusual or complicated nature.
- Attend training, as required on job related matters.
- Assure quality service in the administration of reverse mortgage loans under defined duties.
- Oversee communication between RMS and the borrower, i.e., placing calls & responding to emails (establishes SPOC relationship).
- Maintain customer contact from default through the foreclosure process.
- Request HUD requests for extensions to file 1st Legal.
- Monitor receipt of tracking and resolution of customer complaints.
- Monitor receipt of tracking and reporting of cease and desist orders.
- Monitor incoming departmental mail (open, log, prioritize, scanning where appropriate and proper distribution.
- Facilitate the communication and coordination of Deed in Lieu or Short Sale if requested.
- Facilitate the referral to foreclosure based on HUD timelines after exhausting all options.
- Performs special assignments/projects as assigned.
- Performs other duties/special projects as assigned.
Qualifications:
To perform this job successfully, an individual must perform each essential duty. The requirements listed herein are representative of the knowledge, skills, and/or abilities required.
Employment Standards:
- Minimum age 18.
- Meet testing requirements and hiring standards.
Education/Experience:
- Bachelor’s degree (B.A.) or two to five years related experience and/or training.
- Equivalent combination of education and experience.
- Stable job history.
Skills:
- Good written and oral communication.
- Good organizational and interpersonal skills.
- Ability to read and write in English and/or Spanish to effectively communicate in writing as well as verbally in person and over the phone.
- Ability to effectively communicate in English and/or Spanish with customers or members of the business community.
- Ability to effectively present information to Management, etc.
- Ability to write reports and correspondence.
- Ability to read, analyze and interpret documents such as legal documents, policies and procedures.
- Ability to calculate basic financial figures and amounts.
- Proficient in computer skills and knowledge of word processing, spreadsheet, accounting, general ledger, accounts receivable, accounts payable, e-mail and internet software.
- Professional appearance and demeanor.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
RMS is an Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
We maintain a drug-free workplace and perform pre-employment substance abuse testing.