About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

Position Summary:

The Specialty Loan Advisor (SLA) is responsible for cultivating and maintaining customer relationships within our Specialty Loan Division, with a primary focus on the Business Purpose Loan portfolio.

Essential Duties and Responsibilities include the following:

• Effectively maintain a portfolio of Business Purpose Loans (BPL’s) by providing consistent and optimal support to our external and internal customers with inquiries and needs regarding loan servicing.

• Cultivate and maintain ongoing customer relationships by providing an advisory role and approach towards every customer’s unique business needs.

• Receive inbound calls, make outbound calls, provide email and text support to clients, attorneys, business administration, and other authorized parties on the account to achieve 100% customer satisfaction from daily servicing activities.

• Perform moderately complex administrative, transactional, operational, and customer support tasks including, but not limited to, analyzing and fulfilling requests, preparing and/or procuring documentation.

• Generate reports and analyze data to determine strategic initiatives needed to maximize customer satisfaction and results.

• Ensures compliance with company policies and procedures as well as achieving investor requirements.

• Leverage available resources and technologies to serve our clients with operational excellence and accuracy

• Achieve production goals (KPI’s- Key Performance Indicators) set by Management.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must possess 3-5 years of direct or related experience in each of the following:

• Working knowledge of Business Purpose Loans

• Extensive understanding of escrow, escrow analysis, payment histories, billing, and 1098 statements

• Expansive knowledge related to cross-collateralized servicing, partial lien release

• Comprehensive understanding of property preservation, i.e., code violation resolution, hazard claim resolution

• Excellent attention to detail, strong analytical/resolution skills, and use of sound judgement

• Ability to multitask, meet deadlines, and stay organized

• Excellent verbal & written professional communication skills

• Ability to work in a team environment and independently

• Strong advisory skills via telephone, email, and other various platforms

Competencies:

To perform the job successfully, an individual should demonstrate the following:

• Adaptability - Adapts to changes in the work environment. Manages competing demands. Change the approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.

• Business Ethics– Treats people with respect. Keep commitments. Inspires the trust of others. Works with integrity and ethically. Upholds organizational values.

• Communications - Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.