Mortgage Loan Servicing Account Solutions - Collections

About the role

The Loan Servicing Account Solutions Specialist position at Regions involves resolving delinquency status of past due customer accounts through inbound and outbound calls. Responsibilities include working with customers to resolve delinquency, implementing repayment plans, collecting payments, ensuring accurate file completion, and maintaining compliance with risk management programs.

Responsibilities

• Conducts inbound and outbound calls to resolve delinquency status of past due customer accounts
• Works with customers to resolve account delinquency status while minimizing company interest losses
• Implements repayment plans as necessary and collects delinquent payments
• Ensures that files and paperwork are properly and accurately completed
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices
• May contact outside parties to collect or clarify documentation

Requirements

• High School Diploma or GED

Skills and Competencies

• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Detailed oriented
• Proficient in Microsoft Excel and Word
• Strong customer service skills
• Strong organization skills

Preferred Skills

• Customer Service & Relationship Building - Ability to communicate professionally, build rapport, and work with customers to identify payment solutions while delivering a positive customer experience
• Collections & Negotiation Skills - Experience discussing past-due accounts, overcoming objections, and establishing repayment plans that balance customer needs with business objectives
• Attention to Detail & Accuracy - Strong ability to review account information, document customer interactions, and ensure all files, payments, and records are completed accurately
• Ability to Thrive in a Fast-Paced Environment - Demonstrated success managing a high volume of customer interactions, prioritizing tasks, and meeting performance goals and deadlines

Schedule & Work Arrangement

• Training Period: Monday-Friday, 7:30 AM - 4:30 PM
• Full attendance is expected throughout the training and onboarding period.
• Work Schedule: After Training, Monday-Friday, scheduled between 7:30 AM - 6:00 PM
• One evening per week required until 8:00 PM
• One Saturday per month required from 8:00 AM - 12:00 PM
• Hybrid Work Arrangement: Upon successful completion of training, employees may transition to a hybrid schedule. Team members with a reliable home internet connection will work from home two days per week, typically on their scheduled late-night shift day and Fridays. Associates scheduled to work on Saturday will also work remotely on their assigned Saturday shift. All hybrid schedules are subject to business needs and performance expectations.

Hiring Location

Hattiesburg, MS. Proximity To Hattiesburg, MS Required.

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

Incentive Pay Plans

This role is eligible to participate in a formulaic incentive plan. Employees have the potential to earn incentives based on performance against defined metrics and goals.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser. https://www.regions.com/about-regions/welcome-portal/benefits