Call Center Collection Counselor

Collection Counselor l

Full time

Work and train from home

Job Description

Collections Counselor

General Description: Point of contact for delinquent accounts for collections activities.

Responsibilities - Include, but are not limited to:

Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers

Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate

Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures

Discuss financial status, review monthly income and expenses, and determine reason for non-payment

Offer Loss Mitigation assistance, when appropriate, explain options and processes in detail

Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA)

Follow all company and department policies and procedures.

Utilize proper protocol, for borrowers, clients, state and federal regulations, as well as best practices

Maintain and document mortgage collection systems and databases with all activities and communications

Process mortgage loan payments in accordance with established guidelines

Consistently monthly goals

Reconcile accounts with misapplied payments.

Successfully complete annual regulatory compliance training.

Additional duties as assigned.

Required Qualifications:

High School diploma or equivalent

Solid PC skills: Microsoft applications and loan servicing platforms

Analytical and problem-solving skills and attention to detail

Communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences

Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions

Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand

Preferred Qualifications

Knowledge of loan servicing software/systems

*Collection experience
*Call center experience

Bilingual in Spanish

Job Types: Full-time

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

• Call center

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Call center: 2 years (Required)
• collections: 2 years (Required)
• Mortgage servicing: 2 years (Required)

Work Location: Remote