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Call Center SPOC Phone Agent - Loss Mitigation

Dovenmuehle Mortgage Inc. Lake Zurich, IL

  • Expired: over a month ago. Applications are no longer accepted.
Job Description



Summary of the Loss Mitigation Department:

The objective of the Loss Mitigation Department is to assist borrowers to avoid foreclosure and mitigate the losses of non-performing assets by offering retention or liquidation options based on each borrower’s unique circumstances.


Summary of the SPOC Agent position:

Provide a single point of contact to specific customers who are having difficulty making payments; help the customer apply for payment relief programs, and help the customer understand and consider other alternatives to foreclosure. When a mortgage customer, who is or might become delinquent, calls or is referred for assistance, the SPOC Agent will own contact with the customer from the point of referral through to resolution. Resolution may include return to current payment status, short-term payment plan, loan modification, short sale, deed-in-lieu, or foreclosure. Duties include informing the customer of all options and programs, assist in the gathering all necessary information from customer, advising customer of eligibility for programs and decisions on payment relief requests, and helping customer consider other alternatives to foreclosure if payment relief is not approved.

Responsibilities include but are not limited to:

  • Act as single point of contact for specific borrowers, while managing them through and/or out of the default process; display a professional, empathetic, customer centric demeanor during all member contact.

  • Retain complete accountability for borrower’s requests relative to delinquency process; update all default workstations; ensure all activity is properly notated and documented in appropriate system.

  • Engage in loss mitigation discussions and develop workout hierarchy with borrowers when appropriate; determine available solutions in accordance with client guidelines.

  • Utilize proper listening and negotiation skills to maintain delinquent loans through repayment agreements, as deemed appropriate by DMI, investors and clients.

  • Service delinquent mortgage loan accounts in accordance with client, investor and insurer, regulatory, federal, state, and local guidelines; demonstrate adherence to Fair Debt Collection Practices Act (FDCPA) guidelines.

  • Perform in accordance with expectations as set forth in department’s policies and procedures.

    SPOC Phone Agent

  • Ensure that all verbal and written communication to borrower and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers’ financial situation, professional, and represents a strong breadth of knowledge.

  • Complies with all state and federal laws and DMI’s Legal and Information Protection requirements.

  • Collaborates with various support departments and sub-departments within servicing to identify needs, propose innovative solutions and deliver results while meeting deadlines in a professional manner.

  • Escalates issues timely to applicable channels.

  • Attend meetings and participates in projects.

  • Successfully completes mandatory training requirements and department specific training, as defined by management


  • High School Diploma or equivalent required.

  • Minimum of one (1) year of experience in loss mitigation, foreclosure or other default related experience preferred.

  • Minimum of one (1) year of experience in collections or customer service required

  • MUST be able to operate in a WINDOWS environment, MS Word, Excel preferred.

  • Excellent customer service skills (written and verbal).

  • Ability to collaborate with various constituents.

  • Strong influencing skills.

  • Must be able to work in a fast pace, high volume area.

  • Excellent organizational and time management skills

Company Description
Dovenmuehle Mortgage, Inc. provides a complete, private label mortgage subservicing program for commercial banks, thrift institutions, credit unions, mortgage bankers, and state and other housing finance agencies.

Dovenmuehle Mortgage Inc.

Why Work Here?
Growing organization not affected by real estate markets, interest rates, or time of year. We service 2+ million existing mortgage loans.

Dovenmuehle Mortgage, Inc. provides a complete, private label mortgage subservicing program for commercial banks, thrift institutions, credit unions, mortgage bankers, and state and other housing finance agencies.


1 Corporate Drive

Lake Zurich, IL



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