Collection Recovery Sr Specialist

About the role

As the Collection Recovery Senior Specialist, you will field a variety of customer calls and display your passion to deliver high-quality solutions for our customers. You will help customers through financial hardship by offering assistance and options, leveraging advanced techniques and tools—including AI—to provide the most realistic and helpful experience. This role involves limited supervision, supporting junior staff and peers, and driving improvements in strategic and tactical collection and recovery metrics. You may also participate in special projects or initiatives that leverage colleague experience.

Most importantly, you’ll feel valued for who you are and supported in achieving your personal and professional goals.

Responsibilities

• Act as a subject matter expert (SME) in a specialized area of collections/recovery.
• Drive improvements in strategic and tactical collection and recovery metrics while ensuring adherence to applicable policies and procedures.
• Complete file and system maintenance as required by policy to indicate account engagement in specialized collections.
• Understand, adhere to, and abide by all laws, regulations, and bank policies related to specialty collections.
• Assist junior or less experienced staff with escalated concerns or perform peer reviews as required.
• Participate in special projects or initiatives as directed by management.

Requirements

• Strong oral communication, counseling, and persuasion skills.
• Excellent data entry and typing skills.
• Aptitude for math and problem-solving.
• Familiarity with digital phone systems.
• Ability to make independent decisions and exercise sound judgment.
• Strong organizational skills and ability to perform in a production-driven environment.
• Flexibility to adapt to evolving business needs with a positive attitude.

Preferred Qualifications

• 2-3 years of prior experience in mortgage collections or loss mitigation.
• Knowledge of Fair Debt Collection Practices and mortgage regulations.
• Experience with MSP/Black Knight systems.
• Proficiency in Microsoft Excel and Word.

Schedule

Available shifts: 9:00 AM–6:00 PM, 9:30 AM–6:30 PM, and 10:00 AM–7:00 PM (Central Standard Time).

Hybrid work model: 3 days on-site, 2 days remote.