Collections Specialist

Insight Global is seeking a Collections Specialist, Loan Servicing to join one of our banking clients. This individual will support a growing consumer loan portfolio by managing delinquent accounts, communicating directly with borrowers, and helping identify appropriate solutions for past-due obligations.

The ideal candidate has experience in consumer loan collections, loan servicing, banking, or financial services and is comfortable navigating sensitive borrower conversations while maintaining accurate documentation and regulatory compliance.

• Manage assigned delinquent consumer loan accounts and collection queues.
• Conduct inbound and outbound borrower outreach via phone, written correspondence, and approved digital channels.
• Work with borrowers to understand the cause of delinquency and establish appropriate payment solutions.
• Facilitate approved payment arrangements, extensions, due-date changes, hardship programs, and other payment-assistance options.
• Clearly communicate account status, amounts due, payment activity, loan terms, and available options.
• Accurately document borrower interactions, promises to pay, hardship information, payment arrangements, and follow-up activities.
• Monitor delinquent accounts and ensure timely follow-up.
• Identify accounts requiring specialized handling, including bankruptcy, SCRA, fraud, disputes, complaints, attorney representation, deceased borrowers, or cease-contact requests.
• Perform approved skip tracing and contact research when appropriate.
• Escalate accounts requiring settlement consideration, charge-off review, recovery activity, legal review, or other specialized servicing.
• Follow applicable consumer protection, collections, privacy, credit reporting, and fair-treatment requirements.
• Meet established performance and quality expectations related to collections activity, documentation, productivity, and portfolio performance.

• High school diploma or equivalent.
• 1+ year of experience in consumer loan collections, loan servicing, credit administration, banking, or a related financial services role.
• Working knowledge of consumer loans, delinquency management, and collection practices
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• Strong verbal and written communication skills.
• Ability to navigate difficult borrower conversations and de-escalate conflict.
• Strong attention to detail and ability to maintain accurate account documentation.
• Ability to prioritize and manage a high-volume workload.
• Proficiency with Microsoft Word and Excel
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• Knowledge of FDCPA and consumer protection requirements
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• Experience working with Nortridge or a similar loan servicing platform
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• Professional Spanish speaking and writing proficiency.