Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers.
Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate.
Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
Follow all company and department policies and procedures.
Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices.
Maintain and document mortgage collection systems and databases with all activities and communications.
Process mortgage loan payments in accordance with established guidelines.
Consistently meet or exceed monthly goals.
Successfully complete annual regulatory compliance training.
Additional duties as assigned.

High School diploma or equivalent.
Solid PC skills: Microsoft applications and loan servicing platforms.
1-2 years collection experience/customer service experience.
Analytical and problem-solving skills and attention to detail.
Effective communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.
Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions.
Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.

Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
401 (K) Plan with company match
Paid Vacation, Sick, Personal and Holidays

Collection Counselor

Key skills