Collections Specialist

About the role

Proactively contact owners regarding past-due mortgage payments using phone, auto-dialer systems, email, and written communication
Manage delinquent accounts and drive timely resolution strategies
Negotiate payment arrangements aligned with company guidelines and owner circumstances
Educate owners on account status, payment options, and next steps
Partner with mortgage servicing, finance, and customer service teams to resolve discrepancies
Escalate high-risk accounts when appropriate
Deliver professional, empathetic service during sensitive financial conversations
Support continuous improvement efforts across collections operations.

Responsibilities

• Proactively contact owners regarding past-due mortgage payments using phone, auto-dialer systems, email, and written communication
• Manage delinquent accounts and drive timely resolution strategies
• Negotiate payment arrangements aligned with company guidelines and owner circumstances
• Educate owners on account status, payment options, and next steps
• Partner with mortgage servicing, finance, and customer service teams to resolve discrepancies
• Escalate high-risk accounts when appropriate
• Deliver professional, empathetic service during sensitive financial conversations
• Support continuous improvement efforts across collections operations

Requirements

2+ years of experience in collections, mortgage servicing, customer service, or call center environments
Bilingual preferred; Spanish or Portuguese speaking
Experience working with auto-dial or high-volume call systems preferred
Strong negotiation, communication, and problem-solving skills
Customer-first mindset with the ability to handle challenging conversations professionally
Excellent organization and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Experience in mortgage, hospitality, real estate, or vacation ownership industries is a plus

Skills

• Bilingual in Spanish or Portuguese
• Experience in collections, mortgage servicing, customer service, or call center environments
• Experience working with auto-dial or high-volume call systems
• Strong negotiation, communication, and problem-solving skills
• Customer-first mindset with the ability to handle challenging conversations professionally
• Excellent organization and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Experience in mortgage, hospitality, real estate, or vacation ownership industries

Benefits

Build the Future: Help shape a modern approach to mortgage servicing and owner support within a fast-growing hospitality and travel company.
Impact That Matters: Your work directly helps owners navigate financial challenges while protecting Vacatia’s long-term success.
Innovation at Scale: Be part of a team improving processes, technology, and service experiences across a national portfolio.
Autonomy and Ownership: Manage your portfolio independently while contributing ideas that improve performance and outcomes.
Culture of Growth: Work alongside collaborative teams that value accountability, learning, and professional development.

Pay

Competitive salary based on experience and qualifications

Schedule

Full-time position