Lead daily team operations by monitoring queue activity and prioritizing workload to meet departmental service levels and performance goals
Perform inbound and outbound collection calls across all stages of delinquency, modeling best practices in negotiation, customer service, and compliance
Handle escalated or complex customer situations, including delinquency resolutions, disputes, bankruptcy-related inquiries, and sensitive account issues
Gather, analyze, and report collections data, preparing regular updates for the Collections Supervisor and management team
Assist in monitoring team performance metrics, identifying trends or gaps, and recommending strategies for improvement
Provide training, coaching, mentoring, and side‑by‑side support to new and existing specialists, including refreshers on procedures, systems, and compliance requirements
Review and maintain detailed account documentation, ensuring accuracy, completeness, and adherence to investor and regulatory requirements
Support the supervisor during absences, assisting with workflow coordination, questions, and issue resolution
Perform special projects, audits, or analyses as required

High School diploma or equivalent
Typically requires 5+ years of mortgage servicing and collections experience
Demonstrated experience in coaching, mentoring, or leading others in a collaborative environment
Strong understanding of collections procedures, best practices, and regulatory requirements including state and federal Fair Debt Collection laws
Working knowledge of the U.S. Bankruptcy Code and related bankruptcy procedures and regulations
Proven ability to negotiate payment arrangements, manage conflict, and navigate complex or sensitive customer interactions with professionalism
Demonstrated leadership, coaching, and mentoring skills with the ability to guide others toward improved performance
Strong verbal and written communication skills with effective active listening and problem‑solving abilities
Ability to analyze and interpret moderate to complex account issues and make sound, informed decisions
Excellent time management and organizational skills, with the ability to handle multiple priorities in a fast‑paced environment
Strong attention to detail and ability to maintain accurate, compliant documentation
Ability to work collaboratively and communicate effectively with individuals at all levels of the organization

Lead Collections Specialist

Key skills