SPOC Phone Agent l - Remote

Act as the single point of contact for delinquent borrowers, managing them through the default process from referral to resolution. Own each customer interaction by offering payment relief programs, loan modifications, or foreclosure alternatives while gathering necessary information and advising on eligibility. Utilize listening and negotiation skills to maintain delinquent loans through repayment agreements, ensuring all activity is properly documented in default workstations. Service accounts in accordance with federal, state, and client guidelines, including the Fair Debt Collection Practices Act, while collaborating with support departments to identify needs and propose solutions. Escalate issues timely and participate in meetings and projects as assigned. Complete mandatory and annual regulatory compliance training.