Collections Specialist - ServiceMac

About the role

The Collections Specialist plays a crucial role in resolving delinquent mortgage accounts through both inbound and outbound customer outreach. This role requires strong judgment, problem-solving skills, and the ability to handle sensitive or difficult customer situations professionally.

Responsibilities

• Perform inbound and outbound collection calls across all stages of delinquency.
• Research, identify, and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of all customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

Requirements

• High school diploma or equivalent.
• Typically requires 1–3 years of mortgage service experience and high-volume collections experience.
• Goal-oriented with the ability to thrive in a fast-paced environment.
• Strong verbal and written communication skills.
• Able to manage multiple priorities with strong attention to detail.
• Call center experience preferred.

Qualifications

• Knowledge of collections procedures and best practices.
• Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations.
• Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
• Strong negotiation, active listening, and communication skills.
• Ability to analyze and interpret moderate to high-complexity issues and make sound decisions.
• Strong problem-solving, time-management, and organizational skills.
• Ability to thrive in a fast-paced, collaborative environment.
• Strong attention to detail with the ability to meet goals and deadlines.
• Ability to interact and communicate effectively with individuals at all levels of the organization.

Skills

• Knowledge of collections procedures and best practices.
• Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations.
• Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
• Strong negotiation, active listening, and communication skills.
• Ability to analyze and interpret moderate to high-complexity issues and make sound decisions.
• Strong problem-solving, time-management, and organizational skills.
• Ability to thrive in a fast-paced, collaborative environment.
• Strong attention to detail with the ability to meet goals and deadlines.
• Ability to interact and communicate effectively with individuals at all levels of the organization.

Pay

$20.34 - $27.12 hourly, remote.

Schedule

Working hours are 11am-8p, EST with a rotating Saturday 9am-3pm EST.