Perform inbound and outbound collection calls across all stages of delinquency.
Research, identify, and resolve issues contributing to customer delinquency.
Maintain accurate and detailed records of all customer interactions and account activities.
Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
Analyze borrower financials to determine appropriate payment arrangements or retention options.

High School diploma or equivalent
Typically requires 1–3 years of mortgage service experience and high‑volume collections experience
Goal‑oriented with the ability to thrive in a fast‑paced environment
Strong verbal and written communication skills
Ability to manage multiple priorities with strong attention to detail
Call center experience preferred
Knowledge of collections procedures and best practices
Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations
Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes
Strong negotiation, active listening, and communication skills
Ability to analyze and interpret moderate to high‑complexity issues and make sound decisions
Strong problem‑solving, time‑management, and organizational skills
Strong attention to detail with the ability to meet goals and deadlines
Ability to interact and communicate effectively with individuals at all levels of the organization

Collections Specialist

Key skills