Collection Counselor

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

📋 Description

• Handle a high volume of incoming calls from and/or initiate a substantial number of outgoing calls to delinquent borrowers.

• Address delinquent accounts by demanding and collecting the total amount owed, creating a robust plan with the borrower to bring the loan up to date, or proceeding with hardship assistance as needed.

• Advise borrowers on options for fulfilling their payment responsibilities, clarify terms, and set up repayment plans in accordance with departmental procedures.

• Review financial situations, analyze monthly income and expenses, and identify the causes of non-payment.

• Provide Loss Mitigation support, and if suitable, elaborate on available options and processes thoroughly.

• Exhibit a thorough understanding and strict adherence to federal regulations and collection laws (FDCPA).

• Comply with all company and departmental policies and procedures.

• Follow established protocols for borrowers, clients, and applicable 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 following established guidelines.

• Consistently achieve or surpass monthly targets.

• Successfully complete the annual regulatory compliance training.

• Carry out additional tasks as assigned.

⛳️ Requirements

• High School diploma or equivalent is required.

• Proficient in PC skills, including Microsoft applications and loan servicing platforms.

• 1-2 years of experience in collections or customer service.

• Strong analytical and problem-solving abilities, with keen attention to detail.

• Effective communication skills with a proven ability to interact positively and professionally with all levels of both internal and external stakeholders.

• Ability to negotiate effectively and demonstrate assertiveness and empathy when needed to achieve favorable outcomes.

• Capability to comprehend and articulate financial matters, including modifications and foreclosures, in terms that affected audiences can understand.

• Familiarity with loan servicing software and systems.

• Experience in collections.

• Background in call center operations.

• Bilingual in Spanish, with a requirement to pass bilingual certification.

🏝️ Benefits

• Comprehensive Medical, Dental, and Vision coverage, along with a Wellness program, Flexible Spending Account, and Employee Assistance Program, among other benefits.

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

• 401 (K) Plan with company matching contributions.

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