Role Overview
The Collections Specialist is responsible for managing delinquent mortgage accounts through a combination of inbound and outbound customer outreach. This role involves researching account issues, analyzing borrower financial information, negotiating payment arrangements, and ensuring compliance with all regulatory, investor, and company requirements.
What You Will Do
Perform inbound and outbound collection calls, research and resolve issues contributing to customer delinquency, analyze borrower financial information, negotiate payment arrangements, and maintain accurate documentation of customer interactions and account activities.
Why It Might Be a Fit
Success in this role requires strong judgment, problem-solving abilities, attention to detail, and the ability to handle sensitive customer situations professionally in a fast-paced environment.
Requirements
- Knowledge of collections procedures and industry best practices
- Strong knowledge of state and federal Fair Debt Collection laws
- Working knowledge of the U.S. Bankruptcy Code and bankruptcy procedures and regulations
- Excellent customer service skills with the ability to manage conflict professionally
- Strong negotiation, communication, and active listening skills
- Ability to analyze and interpret moderate to high-complexity account issues
- Strong problem-solving, time-management, and organizational skills
- Ability to work effectively in a fast-paced, collaborative environment
- High attention to detail and commitment to accuracy
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