Collections Support Specialist

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

📋 Description

• Manage call overflow, suspense reporting, client relations follow-up, and additional tasks assigned by a supervisor.

• Address delinquency-related calls in line with government, investor, and client guidelines to avert foreclosure and minimize investor financial losses.

• Contribute to daily team meetings by discussing issues identified through emails, call monitoring, floor conversations, or oversight to enhance and clarify processes.

• Provide responses to agent inquiries within the Floor Center.

• Check the Collections General voicemail on a daily basis.

• Review COLCSH tasks and offer cash posting instructions.

• Analyze Formstorm and inform clients about payment receipts and loan statuses.

• Execute skip tracing tasks using online resources and update loans with the information obtained.

• Examine received e-Faxes and submit research or reversals to cash departments.

• Complete COLESC tasks by assessing loans for issues and providing responses to agents when further information is necessary.

• Manage escalated calls, document loan-related issues, and submit tasks for further action when required.

• Review paper Loss Mitigation Escalation forms and forward them for assessment.

• Monitor departmental emails that require follow-up, contact borrowers or clients, and communicate resolutions or clarifications.

• Assist with call monitoring activities.

• Address Footprints Client Relations tickets requiring follow-up within 24 hours.

• Carry out other assigned responsibilities.

⛳️ Requirements

• High School Diploma or equivalent is mandatory.

• A minimum of 3 years of experience in collections, loss mitigation, or other mortgage/real estate-related fields is required.

• At least 2 years of telephonic customer contact experience is preferred.

• Comprehensive knowledge of applicable federal regulations and/or the Fair Debt Collection Protection Act.

• Capability to learn the rules, regulations, laws, and methodologies for collection and skip tracing.

• Exceptional analytical, communication, and negotiation skills.

• Adaptable and flexible, with the ability to collaborate effectively within a team while focusing on results.

• Skill in structuring deals that serve the best interests of the organization, insurer, and client.

• Strong computing experience and proficient typing skills.

• Ability to thrive in a structured environment.

• Proficient in utilizing a dialer system for making and receiving phone calls.

• Proven attention to detail, accuracy, and consistency in outcomes.

• Capability to attend work and maintain productivity during standard business hours, with the willingness to work early, late, or on weekends as necessary.

• Overtime may be required as needed.

🏝️ Benefits

• Optional medical, dental, vision, life, and disability insurance.

• Paid holidays, vacation, and sick leave.

• Matching 401(k) plan.

• Employee stock purchase plan.

• Access to mental health resources, including complimentary Calm memberships.

• Wellness initiatives that promote physical and emotional well-being.

• Employee recognition programs that celebrate achievements and milestones.

• Discounts on gym memberships.

• Discounts on pet insurance.

• Employee purchasing programs.

• Tuition reimbursement program.

• Flexible remote work options.

• Resources and support for employee development and growth.

• Opportunities for virtual engagement.