Bilingual Collections Counselor I

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle a significant volume of inbound calls and/or initiate a large number of outbound calls to borrowers who are delinquent.

• Address delinquent accounts by collecting owed amounts, setting up repayment plans, or providing hardship assistance.

• Advise borrowers on available payment options and organize repayment plans in accordance with departmental procedures.

• Discuss the financial situation of borrowers, assess income and expenditures, and identify the causes of non-payment.

• Provide assistance with Loss Mitigation and clarify options and processes available.

• Implement federal regulations and collection laws, including the Fair Debt Collection Practices Act (FDCPA).

• Adhere to company and departmental policies, procedures, protocols, and best practices.

• Maintain and record information in mortgage collection systems and databases.

• Process mortgage loan payments following established guidelines.

• Achieve or surpass monthly performance targets.

• Reconcile accounts that have incorrect payment allocations.

• Complete mandatory annual regulatory compliance training.

• Perform additional related duties as assigned.

⛳️ Requirements

• High School diploma or an equivalent qualification.

• Proficient in PC usage: Microsoft applications and loan servicing platforms.

• Strong analytical and problem-solving skills with a keen attention to detail.

• Excellent communication skills with a proven ability to engage positively and professionally with both internal and external audiences.

• Capability to negotiate with both assertiveness and empathy to achieve advantageous outcomes.

• Ability to comprehend and explain financial concepts, including loan modifications and foreclosures.

• Bilingual in Spanish; must successfully complete bilingual certification.

• Familiarity with loan servicing software/systems is preferred.

• Previous experience in collections is preferred.

• Experience in a call center environment is preferred.

• Must be able to work in an on-site office environment or a designated quiet work-from-home area.

• Must be capable of remaining stationary and/or moving throughout the organization or remote office; frequently stand, walk, sit, type, write, handle, feel, and reach.

• May occasionally need to climb, balance, stoop, kneel, crouch, or lift/move items weighing up to 25 lbs.

• Ability to utilize computers and standard office equipment for extended periods.

• Successfully complete annual regulatory compliance training.

🏝️ Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program.

• Employer-funded Life Insurance, Short-Term Disability, and Long-Term Disability.

• 401 (K) Plan with company matching contributions.

• Paid Vacation, Sick Leave, Personal Days, and Holidays.