Hybrid Early Stage Collections Specialist, I

About the role

The Early Stage Collections Specialist will counsel borrowers on bringing their loans current and explore alternative solutions. Responsibilities include contacting borrowers in the early stages of delinquency, negotiating payment arrangements, and providing support to inbound Customer Service during high-volume days.

Responsibilities

• Evaluate and help determine the borrower's ability to pay, collect necessary financial information, and resolve issues in a courteous and professional manner.
• Counsels borrowers on alternative solutions and educates them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and refinancing.
• Negotiates payment arrangements, explains required documents, and processes borrower "Request for Mortgage Assistance" packages.
• Provides status updates on payments and payoff inquiries, verifies payment history, and assists with loan servicing website payments, denied access, and password resets.
• Responds to escrow, loss draft, and closing document inquiries, and provides status on various servicing functions such as payment/credit disputes, escrow refunds/shortage, loss drafts, short sales, Deed in Lieu of Foreclosure, modifications/refinances, and repayment plans.

Requirements

• High school diploma or equivalent work experience.
• Less than one (1) year collections experience in a customer service/call center environment and/or loan servicing experience.
• Experience in the Banking, Mortgage/Loan Servicing industries preferred.

Qualifications

• Ability to perform collections and customer service activities.
• Knowledge of mortgage concepts and call types.

Skills

• Excellent communication skills.
• Proficiency in using an automated dialing system (Aspect Dialer).
• Strong problem-solving and negotiation skills.

Benefits

• Comprehensive healthcare plans.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to fitness, restaurant, retail (and more!) discounts through an employee portal.
• Customized training programs.
• Employee referral bonuses.
• Education reimbursement.

Pay

The approved pay for this position is $23.50 per hour plus a monthly incentive bonus. An additional $1.50 per hour can be added if you are fully bilingual English/Spanish.

Schedule

This role generally performs work of low to moderate complexity and operates on a hybrid schedule.