Demographic changes (e.g., address, name, email, authorized to speak with)Answering collection calls originated by customer ("Inbound") and originate phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.Statement inquiries and requestsPhone payments and inquiriesExtensionsDue date changesBankruptcy/foreclosureAccount credit history reviewComplaint handlingCollectionsAccount cure and liquidation negotiations (e.g., extension, payment options)Payoffs, escrow, document requests, account status, billing inquiries, and web support.Respond to customer inquiries regarding their mortgage loans primarily via Servicer’s customer service telephone lines.Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response.Utilize Servicer-provided scripted materials to provide solutions to customers. Follow-ups with customers with escalated issues or requesting a call backEscalate matters to appropriate members of the team as needed.Follow the procedures, related materials, and other instructions for customer password resets as provided by Servicer and to accept calls from mortgage servicing customers and manage these calls through completion
