Collections Specialist

About the role

Join BSI Financial Services as a Collections Specialist. BSI Financial is an experienced mortgage servicing company focused on assisting borrowers in making payments on their homes. This is not a cold-calling position; the role involves reviewing accounts, understanding borrowers' ability to pay, and resolving payment matters.

Responsibilities

• Make outbound collections calls in a professional manner while maintaining and improving customer relations.
• Discuss account details, answer borrower questions, and confirm contact information (payment amount, escrow changes, etc.).
• Collect payments by efficiently providing all payment options to customers (mail, pay by phone, web payments).
• Identify financial hardships contributing to account delinquency and take proper action to aid the borrower.
• Negotiate payment plans as needed.
• Provide prompt follow-up on payment arrangements.
• Mail correspondence to encourage payment of delinquent accounts.
• Make monthly outbound skip trace calls.
• Maintain a record of contacts, attempted contacts, and details of conversations in required systems.
• Achieve daily call goals and phone availability.
• Responsible for meeting legal requirements and following internal policies.
• Respond to emails in a professional manner.
• Adhere to federal and state debt collection laws and regulations.

Requirements

• High school diploma or equivalent required.
• Proficient computer skills and knowledge of Microsoft Office and Google applications.
• Familiarity with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices.
• Strong typing and organizational skills.
• Excellent active listening and problem-solving/critical thinking skills.
• Clear and concise professional communication (written and verbal).
• Resilience with impolite clients and outstanding phone etiquette.
• Ability to multitask in a fast-paced environment and manage time effectively.
• Teamwork orientation with the ability to work successfully on your own initiative.
• Negotiating skills.

Qualifications

• Customer service experience preferred.
• Prior experience in debt collection preferred.
• Mortgage banking experience preferred.
• Telecommunication experience preferred.

Schedule

This is a full-time, in-office position. Days and hours of work are Monday through Friday with one pre-scheduled 4-hour Saturday a month. Full-time training shift is 9 am–6 pm, conducted in the office.

Benefits

• Competitive wages.
• Opportunity for career growth.
• Outstanding benefits package, including company-paid life insurance policy.
• Generous PTO.
• Holiday pay.
• 401K.
• Company-provided equipment.