Umpqua Bank Home Preservation Customer Outreach Specialist in Tigard, Oregon
MAJOR JOB RESPONSIBILITIES
Primarily responsible for outbound call campaigns to attempt to establish live contact with our borrowers within established portfolio per investor servicing guidelines. Borrowers are typically past due and intervening as necessary to prevent the loan from rolling over 30 days past due to ensure target delinquency is met; or establishing reason for default and referring to a Home Preservation Officer for further review of assistance options. Position is very customer service heavy with light emphasis on collection activities and could involve coordinating account maintenance and ensuring all information is updated accurately on the loan, payment research, processing inbound mail, accurately processing payments by phone, and other duties as required. Other duties can include Investor/Insurer Default Reporting, Vacant Property Monitoring, and reviewing and responding to inbound mail and email correspondence. Calls can vary in complexity and can range from general questions to dealing with more complicated issues that require research. Ability to problem solve, multi-task, and work with other departments to resolve issues is imperative for success in this position.
Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual or job-specific training. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiate and is a positive example for others to emulate. Embraces our vision to become “The World’s Greatest Bank.”
Works on assignments that are complex in nature where considerable judgement and initiative are required in resolving problems and making recommendations. May determine methods and procedures on new assignments.
3+ years’ experience in customer service required. Customer service experience in a financial service capacity highly preferred.
1+ years’ experience in delinquent loan collection activities, Default Reporting, or Mortgage Loan Servicing preferred.
Ability to interpret an extensive variety of technical instructions.
Ability to assist in multiple projects simultaneously while meeting deadlines.
Proficiency with personal computers such as Word and Excel.
Possesses excellent written, verbal, negotiation, problem solving, time management, analytical and organizational skills.
Ability to work effectively with individuals and groups across the company to manage internal and external customer relationships.
Umpqua Bank is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. We maintain a drug-free workplace and may perform pre-employment substance abuse testing.