Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. Wells Fargo's Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it's buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending, Auto, Credit Cards, Retail & Merchant Services, Personal Lending, Consumer Lending Control, and Consumer Lending Shared Services. The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices as well as online and digital channels. Our Default Servicing team engages, understands and advises consumer real estate customers of available solutions to resolve mortgage delinquencies. The Home Preservation Specialist 1 serves as the Single Point of Contact to borrowers and/or agencies whose loans are delinquent or at high risk for delinquency. Develops comprehensive knowledge of the loss mitigation processes and procedures to recommend solutions to maintain home ownership, including modifications, repayment plans or other short term retention options. Reviews the borrower's financial situation and, if modification options are not possible, discusses liquidation options including short sales, and deed in lieu. Communicates with borrowers and/or agencies of loan modification decision, current status, workout options, timelines, coordination touch points, and borrower obligations through the process. Functions of this role will include:
Call center environment with inbound/outbound calls & pipeline carrying of 140+ customers
Interview borrowers to understand their specific situation
Ensure necessary information and complete packages are received in a timely manner
Answer inbound inquiries from borrowers regarding the status of the loss mitigation review
Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines
Notify customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision
Communicate and coordinate with multiple Servicing departments (both internal and external to WF)
Remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process
Effectively work in a team environment in an effort to achieve team/volume goals and provide superior customer service**Hours/Schedule: Tuesday-Friday 8am – 5pm AND Saturday 9am - 6pm EST. Overtime may be required based on business need. *Anticipated Start Date: January 14, 2021
*6 WEEK PAID TRAINING: Hours during training 8:00 AM - 5:00 PM - Monday-Friday. Attendance is mandatory during training period. ***Please note the posting duration may be shortened based on job seeker volume***
Required Qualifications
- 2+ years of experience in one or a combination of the following: mortgage loan origination, loss mitigation, collections, default servicing, customer service, or telesales; or a BS/BA degree or higher; or 2+ years of military experience
Desired Qualifications
- Intermediate Microsoft Office skills
- Excellent verbal, written, and interpersonal communication skills
- Ability to gather, organize, and interpret data
Other Desired Qualifications
Good analytical skills with high attention to detail and accuracy
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Strong organizational, multi-tasking, and prioritizing skills
Ability to work effectively in fast-paced structured but flexible, adaptable and changing, call center environment
Ability to work effectively in a team environment
Data entry experience
Customer service experience
An AA/AS degree or higher
Bilingual speaking, reading, and writing proficiency in Spanish/English
Experience managing complaints and objections effectively and professionally
Job Expectations
- This position requires compliance with all mortgage regulatory requirements and Wells Fargo's compliance policies related to these requirements including acceptable background check investigation results. Successful candidates must also meet ongoing regulatory requirements including additional screening and required reporting of certain incidents.
- Must be able to attend full duration of required training period
- Ability to work nights, weekends, and/or holidays as needed or scheduled
Street Address
FL-Jacksonville: 3563 Philips Hwy - Jacksonville, FL
Disclaimer
All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
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