CCHL Servicing Collections Specialist

Principal Duties And Responsibilities

• Effectively communicate and educate borrowers, explaining the impact of delinquency on the loan and potential loss mitigation options.
• Escalate accounts when necessary for advanced collections, default, or legal action.
• Properly update and document the servicing platform, including right party contact, promise to pay dates, and reason for default.
• Contact customers via phone, email, and written correspondence regarding delinquent accounts.
• Negotiate repayment plans in accordance with company and/or Investor guidelines.
• Educate customers on available options, deadlines, and consequences of non-payment.
• Ensure compliance with federal, state, and local regulations (e.g., FDCPA, CFPB guidelines).
• Collaborate with internal departments such as Customer Service, Loss Mitigation, Legal, and Accounting.
• Assist the Servicing & Default Manager as needed.

Knowledge, Skills And Abilities (KSAs)

• Understanding of FNMA, FHA, VA, and other applicable investor guidelines, with the ability to apply regulatory and compliance standards in daily servicing and collections activities.
• Mortgage, auto, credit card, or consumer finance collections experience.
• Understanding of default servicing or loss mitigation processes.
• Ability to work independently and manage high-volume workloads.
• Problem-solving mindset with sound judgment.
• Adaptability in a fast-paced, compliance-driven environment.
• Ability to effectively communicate with borrowers while maintaining privacy and respectful demeanor.
• Ability to prioritize work, multi-task and display a flexible attitude.
• Ability to manage time constraints and meet operational deadlines.
• Ability to handle high pace work environment with unpredictable workloads.
• Attention to detail and accuracy.

Education

• Minimum, high school diploma or equivalent required.
• Bachelor’s Degree from an accredited college preferred.
• Relevant experience may substitute for the education requirement.
• Two years of Mortgage Servicing experience preferred, and relevant banking experience considered.
• Experience in servicing Conventional insured loans, FHA, USDA and VA loans.
• Two years of experience as a “Single Point of Contact”.
• Two years of property preservation experience.

Associated Duties

• Provides additional support to manager and department colleagues.
• Completes all assigned/required Bank training within established timelines.

Working Conditions

• Lobby or cubicle environment.
• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

Employer Determines The Essential Functions Of The Job.

Non-Negotiable Banker Standards

• Understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, thank you) at all times.

Policies And Procedures

• Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.

Benefits

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

EEO/Protected Veterans/Disabled/Drug Free