Serve as the primary point of contact for customers regarding loss mitigation and collections-related inquiries
Perform outbound and inbound collection calls to resolve delinquent accounts
Analyze borrower financials to determine eligibility for retention (forbearances, modifications) or liquidation (short sale, deed in lieu) options
Maintain accurate and detailed records of all customer interactions and account activity
Provide exceptional customer service by addressing and resolving complex account issues, discrepancies, and disputes
Review accounts to ensure compliance with company policies, procedures, and regulatory requirements

High School diploma or equivalent
Typically requires a minimum of 3 years’ experience in collections, loss mitigation or mortgage servicing
Excellent verbal and written skills with strong negotiation and active listening skills
Problem solving, time management, and organizational skills
Strong attention to detail
Strong knowledge of investor guidelines (FHA, VA, FNMA, FHLMC)
Strong computer skills including Microsoft Office applications
Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations
Able to analyze and interpret complex documents to make sound decisions and recommendations

Senior Collections Specialist

Key skills