Job Description
Job Description
Job Description
The Collections Specialist supports the management of delinquent mortgage loans through proactive borrower outreach, payment collection efforts, account research, and delinquency resolution activities. The position primarily manages delinquent accounts through approximately 90 days delinquent and coordinates referral of appropriate accounts to the Loss Mitigation department when additional assistance options may be beneficial.
Major Duties and Responsibilities
- Contact borrowers regarding past due mortgage payments through inbound and outbound communications.
- Manage assigned delinquency queues and collection activities within established service standards.
- Discuss account status, payment history, delinquency causes, and available resolution options with borrowers.
- Collect payments and document payment commitments, borrower intentions, and account activity within servicing systems.
- Negotiate payment arrangements and delinquency resolution options consistent with established procedures and servicing requirements.
- Research account activity, payment history, correspondence, and servicing records to support collection efforts and borrower inquiries.
- Monitor delinquency reports, queues, worklists, and exception items requiring follow-up.
- Identify borrowers who may benefit from loss mitigation assistance and facilitate referral to the Loss Mitigation department.
- Respond to borrower inquiries regarding account status, payment options, delinquency status, and general servicing questions.
- Coordinate with internal departments to resolve account issues and support borrower assistance efforts.
- Utilize servicing systems, dialer platforms, workflow tools, reporting applications, and technology solutions to manage responsibilities efficiently.
- Assist with testing activities, procedure updates, process improvements, and special projects as assigned.
Additional Expectations
- Deliver exceptional customer service that reflects the organization's commitment to maintaining industry-leading borrower and client satisfaction.
- Approach borrower interactions with professionalism, empathy, active listening, and a solution-oriented mindset.
- Support a client-centric culture through responsiveness, accuracy, transparency, and service quality.
- Treat borrowers with dignity and respect while maintaining accountability for collection objectives.
- Participate as an active team member and support department objectives.
- Communicate effectively and professionally in verbal and written interactions.
- Share constructive feedback and ideas that support continuous improvement.
Requirements & Qualifications
- Minimum of 12 months of collections, mortgage servicing, financial services, banking operations, call center, customer service, or related experience.
- Two or more years of collections or mortgage servicing experience preferred.
- High school diploma or equivalent required; associate degree or higher education preferred.
- Black Knight MSP experience preferred.
- Strong customer service, interpersonal communication, listening, and negotiation skills.
- Ability to follow established procedures, documented workflows, client requirements, investor guidelines, and servicing standards.
- Working knowledge of Microsoft Outlook, Word, and Excel.
- Bilingual English/Spanish considered a plus.
Physical Requirements
Sedentary office environment with frequent computer use, communication, repetitive hand motions, and occasional lifting of up to 10 pounds.
- Two - Five years of mortgage servicing experience.
- Experience with HUD and Government Sponsored loan servicing.
- Proven Mortgage Servicing, Default Servicing, Portfolio Management, National Real Estate Management, and/or Pre-Foreclosure knowledge/experience.
Job Tags
Work at office