Collection Counselor

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

📋 Description

• Handle a significant volume of incoming calls and/or initiate numerous outbound calls to borrowers who are in delinquency.

• Address overdue accounts by collecting the total amount owed, formulating plans to bring loans up to date, or proceeding with hardship assistance as necessary.

• Advise borrowers on their payment options, clarify terms, and set up repayment plans.

• Evaluate financial situations by discussing monthly income and expenses, and identify reasons for non-payment.

• Provide Loss Mitigation assistance and clarify available options and procedures.

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

• Comply with company and departmental policies and procedures.

• Maintain and document mortgage collection systems and databases, recording all activities and communications.

• Process mortgage loan payments following established protocols.

• Achieve or surpass monthly performance targets.

• Complete annual training related to regulatory compliance.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• High School diploma or equivalent qualification.

• Proficient 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 a keen attention to detail.

• Excellent communication skills, demonstrating a consistent ability to engage positively and professionally with all levels of both internal and external stakeholders.

• Capable of negotiating with others, showing assertiveness and empathy when needed to achieve favorable outcomes.

• Ability to comprehend and explain financial concepts, modification details, and foreclosure processes in a manner that is understandable to affected parties.

• Familiarity with loan servicing software/systems is preferred.

• Experience in collections is preferred.

• Call center experience is preferred.

• Bilingual in Spanish - must successfully complete bilingual certification (preferred).

🏝️ Benefits

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

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

• 401 (K) Plan with company matching contributions.

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