Collections Specialist

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

📋 Description

• Conduct inbound and outbound collection calls throughout all stages of delinquency.

• Investigate, identify, and address issues that lead to customer delinquency.

• Keep precise and comprehensive records of all interactions with customers and account activities.

• Deliver outstanding customer service by resolving intricate account issues, discrepancies, and disputes.

• Evaluate accounts to ensure adherence to internal policies, investor requirements, and relevant regulatory standards.

• Assess borrower financials to establish suitable payment plans or retention options.

• Collect and analyze borrower information.

• Negotiate payment plans.

• Address escalated issues while juggling multiple priorities.

⛳️ Requirements

• High School diploma or its equivalent.

• Generally requires 1–3 years of experience in mortgage services and high-volume collections.

• Goal-driven with the capability to excel in a fast-paced setting.

• Excellent verbal and written communication abilities.

• Capacity to handle multiple priorities with keen attention to detail.

• Call center experience is preferred.

• Familiarity with collections procedures and best practices.

• Strong understanding of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and associated bankruptcy regulations.

• Exceptional customer service skills with the ability to manage conflicts and negotiate favorable outcomes.

• Proficient negotiation, active listening, and communication skills.

• Ability to analyze and interpret moderate to complex issues and make informed decisions.

• Strong problem-solving, time-management, and organizational abilities.

• Competence to thrive in a dynamic, collaborative environment.

• High attention to detail with the capacity to achieve goals and meet deadlines.

• Ability to interact and communicate effectively with individuals at all levels of the organization.

• Working hours are from 11am to 8pm EST, including a rotating Saturday from 9am to 3pm EST.

• Successful completion of a background check, credit check, and drug screening is required as a condition of employment, where permissible by applicable law.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• PTO/paid sick leave

• Employee stock purchase plan

• Comprehensive benefits package (based on eligibility)

• Inclusive workplace culture

• Equal opportunity employment