Collections Agent

Our client operates in the mortgage banking industry, focusing on providing affordable home financing to homeowners and buyers. Established in 1960, it supports homeownership by offering competitive loan terms along with professional and attentive customer service.

About the role

The Collections Agent is responsible for managing loan counseling and early-stage collections activities. This role engages with homeowners through inbound and outbound communications to address loan delinquencies, understand financial challenges, and identify appropriate workout solutions. The position plays an important role in reducing delinquency while providing respectful and effective support to customers experiencing financial difficulties.

Responsibilities

• Collect payments to reduce delinquency while complying with investor, state, and federal requirements.
• Participate in outbound dialer campaigns in accordance with telephone regulations, standards, and internal policies.
• Provide excellent customer service and de-escalate challenging situations when necessary.
• Communicate patiently and professionally with consumers by phone, email, and written correspondence.
• Assess the causes of delinquency and discuss available workout options to restore loan performance.
• Complete ongoing training to remain current on industry regulations, procedures, and company processes.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent; college coursework in Finance or Accounting preferred.
• Minimum of 2 years of experience in consumer relations, customer service, or collections within a high-volume call center environment.
• Reliable high-speed internet and a dedicated workspace.
• Strong organizational skills and the ability to work effectively in a fast-paced, metrics-driven environment.
• Excellent interpersonal, communication, and problem-solving skills.
• Ability to handle emotionally demanding customer interactions with professionalism, patience, and sensitivity.
• Availability to work weekends and overtime as needed.
• General computer proficiency and ability to manage multiple tasks simultaneously.
• Proficiency with Microsoft Office, cloud-based collaboration tools, and third-party software.
• Commitment to organizational values including integrity, respect, collaboration, continuous learning, and excellence.

Pay

Targeted salary range of $20.00 to $23.00 per hour for this non-exempt position. Compensation may vary based on minimum wage requirements, education, experience, geographic location, and other applicable factors.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with employer match