Loan Counselor II job – Nationstar Mortgage – Lewisville, TX

Loan Counselor II

Nationstar Mortgage

602 reviews

Lewisville, TX


At Nationstar, we believe in keeping the dream of homeowner alive with our customers. We are driven to provide radical customer service and know the best way to do this is in having passionate, engaged employees. This critical role in the organization calls for a representative who can effectively work with homeowners in default of his/her mortgage loan to secure a positive resolution through a variety of collections and workout options. This job will be under direct supervision however calls for independent judgment, quick action, and problem solving to resolve customer questions and issues/concerns to create high customer satisfaction. These roles will engage in outbound/incoming calls and will use the Company’s computerized system for tracking, information gathering, and/or troubleshooting. Specific job duties include:

Essential Job Functions:

  • Responsible for effectively managing a delinquent mortgage portfolio.
  • Works directly with borrowers to determine the best possible method for a permanent resolution to their delinquency by using a variety of collections and workout techniques.
  • Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
  • Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
  • Meet Quality Assurance requirements and other key performance metrics
  • Identify and escalate priority issues, route calls to appropriate resource or more senior staff if needed.
  • May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.
  • Document all call information according to standard operating procedures and complete call logs

Education/Experience Requirements:

  • Customer Service experience (does not have to be within the Mortgage Industry) or equivalent work history.
  • Prefer knowledge of Automated Dialing Systems, but will be taught in training.
  • Desire understanding of government collection laws including Fair Debt Collections Act and TCPA (training will be provided).
  • Conflict resolution and/or Consultative experience highly desired.
  • 2-4 years of experience required.

602 reviews

Nationstar Mortgage helps turn home ownership into more than just a wish upon a star. The company services residential mortgage loans…

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