Lead Collections Specialist

This is a fully remote position, open to applicants in Iowa, +2 more states.

📋 Description

• Oversee daily team operations by tracking queue activities and prioritizing tasks to achieve service levels and performance objectives.

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

• Address escalated or complex customer issues, which include delinquency resolutions, disputes, bankruptcy inquiries, and sensitive account matters.

• Collect, analyze, and present collections data to the Collections Supervisor and management team.

• Assess team performance metrics, identify trends or gaps, and propose strategies for improvement.

• Provide training, coaching, mentoring, and hands-on support to specialists.

• Review and ensure the accuracy, completeness, and compliance of account documentation with regulatory and investor standards.

• Assist the supervisor during their absence by coordinating workflow, addressing questions, and resolving issues.

• Undertake special projects, audits, and analyses as needed.

⛳️ Requirements

• High School diploma or equivalent is required.

• Generally requires 5+ years of experience in mortgage servicing and collections.

• Proven experience in coaching, mentoring, or leading teams in a collaborative setting.

• Strong knowledge of collections processes, best practices, and regulatory requirements, including state and federal Fair Debt Collection laws.

• Familiarity with the U.S. Bankruptcy Code and associated bankruptcy procedures and regulations.

• Demonstrated ability to negotiate payment arrangements, manage conflicts, and handle complex or sensitive customer interactions.

• Proven leadership, coaching, and mentoring abilities.

• Excellent verbal and written communication skills, along with active listening and problem-solving capabilities.

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

• Exceptional time management and organizational skills.

• Strong attention to detail with the capability to maintain accurate and compliant documentation.

• Capacity to work collaboratively with individuals at all organizational levels.

• Ability to assist in managing team workload, support training initiatives, and contribute to continuous improvement efforts.

• Availability to work from 10:00 am to 7:00 pm or 11:00 am to 8:00 pm EST, Monday through Friday.

• Successful completion of a background check and credit check, as permitted by applicable law.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k).

• PTO/paid sick leave.

• Employee stock purchase plan.

• Inclusive, people-first workplace culture.

• Equal opportunity employment.