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The Collector 1 will be responsible for answering inbound telephone calls from and placing outbound calls to mortgage borrowers that are 0-60 days delinquent. Through the course of these conversations, the Collector 1 will gather details surrounding a borrowers current financial situation, arrange payment and/or payment alternatives, and create detailed documentation to ensure the Collections process is tracked in an accurate manner. The collections team must ensure that critical call center benchmarks are met on a daily basis. Those benchmarks include an average speed of answer of 60 seconds or less, abandonment rate of less than 5 percent and a blockage rate of less than 1 percent. This is reported to investors and the organization. Meeting those benchmarks, making and taking customer phone calls to educate on payment options and reducing delinquency are key components for the collections team to be successful. Having a collections agent will ensure that the team is in compliance with call center requirements and services our customers, and investors and prevents losses in the portfolio.
Handle Inbound/Outbound Customer Contacts by Telephone.
Answer inbound telephone calls from and place outbound calls to mortgage borrowers that are 0-60 days delinquent upon completion of new hire class
Handle basic technical calls, including how to submit financial documentation through flagstar.com
Maintain familiarity with up to 10 systems and applications in order to research inquiries
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
Use problem solving skills paired with knowledge of Flagstar procedures to arrange payment and/or payment alternatives to cure delinquency
Escalate issues to management and/or second levels appropriately
Calculate and explain payment changes to customers
Educate borrowers on loss mitigation options and refer borrowers to the Loss Mitigation department when appropriate
Create and Maintain Documentation of Calls.
Document the system with details in a thorough, accurate manner including details regarding the borrowers financial information
Code the outcome of calls correctly
Capture complaint and Voice of the Customer feedback
Document customer account maintenance requests for management and other department review
Develop and Maintain Subject Matter Expertise.
Complete new hire training class
Complete up to three soft skills and/or call center-related eLearning classes
Actively participate in monthly coaching sessions with the Quality Assurance team; meet or exceed Quality Assurance requirements
Recognize and communicate the need for potential additions to current policies and procedures
Perform additional responsibilities as assigned by management
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies.
1 yearcustomerservice/collections in an inbound/outboundcallcenterenvironment or sales experience
HSDiploma,GED or ForeignEquivalent required
Basic technical and computer skills; ability to navigate quickly within various computer programs.
Basic understanding of MS Office Suite required.
Ability to look for ways to improve and promote quality.
Ability to handle high call volume and answer customer questions in a timely manner.
Excellent verbal and written communication skills.
Exceptional analytical and problem solving skills with an ability to think quickly under pressure.
Willingness to work in a team environment.
Must be action-oriented with a great sense of customer focus.
Ability to work the varying shifts as required.
Internal Use Only: Band J-hrly
Posted 3 Days AgoFull time06203
Flagstar Bank, headquartered in Troy, Mich., is a full-service community bank with branches across the state. Chartered in 1987, today Flagstar is one of the largest savings banks in the country. It also is a mortgage powerhouse, making home loans nationwide and ranking as one of the largest mortgage originators in the country. It also is a major servicer of home loans.
Flagstar Bank, FSB is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, status as a protected veteran, or status as a qualified individual with a disability. Flagstar Bank is committed to working with and providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, please e-mail
or call (248) 312-2000 to let us know the nature of your request and your contact information.