Collections Specialist

Position Summary

Primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options but are more than one payment past due. Works in a blended call center environment with an emphasis on collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Adheres to schedule, performance, and investor interaction requirements to influence favorable outcomes.

• Collection efforts to assigned portfolio, including light skip tracing, ensuring there are no dialer exclusions, and making manual outbound calls on loans not included in a team dialer campaign.
• Inbound calls to perform collections and some customer service activities in a blended call center environment.
• Outbound calls for cash collection or to initiate loss mitigation when cash collection is not possible.
• Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship, well documented.
• Offers short‑term resolution options via repay and forbearance plans.
• Provides information on all available assistance programs to borrowers experiencing financial hardships.
• Sets up One‑Time Draft payments, encourages ongoing ACH payments, and follows up on promises to pay while maintaining confidentiality.
• Adheres to daily call and attendance schedules while meeting investor requirements for each loan type.
• Remains current on all policy, procedure, and investor updates.
• Meets monthly goals as established in the agent scorecard.

• Excellent attention to detail.
• Ability to multi‑task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong collections orientation with customer service skills.
• Ability to use good judgment.

• Adaptability:
  • Adapts to changes in the work environment.
  • Manages competing demands.
  • Adjusts approach or method to best fit the situation.
  • Deals with frequent change delays or unexpected events.
• Business Ethics:
  • Treats people with respect.
  • Keeps commitments.
  • Inspires the trust of others.
  • Works with integrity and ethically.
  • Upholds organizational values.
• Communication:
  • Expresses ideas and thoughts verbally.
  • Expresses ideas and thoughts in written form.
  • Exhibits good listening and comprehension.
  • Keeps others adequately informed.
  • Selects and uses appropriate communication method.
• Customer Service:
  • Displays courtesy and sensitivity.
  • Manages difficult or emotional customer situations.
  • Meets commitments.
  • Responds promptly to customer needs.
  • Solicits customer feedback to improve service.
• Dependability:
  • Responds to requests for service and assistance.
  • Follows instructions and responds to management direction.
  • Takes responsibility for own actions.
  • Commits to doing the best job possible.
  • Meets attendance and punctuality guidelines.
• Teamwork:
  • Balances team and individual responsibilities.
  • Exhibits objectivity and openness to others' views.
  • Gives and welcomes feedback.
  • Contributes to building a positive team spirit.
  • Puts success of team above own interests.

• High school diploma or general education degree (GED) required.
• Associate's degree (A.
  
  A.) from a two‑year college preferred.
• Two years' related experience and/or training required.
• Call center or related mortgage experience with knowledge of Black Knight products and the various areas of default (e.g., Bankruptcy, Foreclosure, REO, etc.) preferred.
• Bi‑lingual language a plus.

• Language Ability: reads, writes, and comprehends simple instructions, short correspondence, and memos; presents information orally and in writing.
• Mathematical Ability: adds, subtracts, multiplies, divides in all units of measure; computes rates, ratios, and percentages; interprets bar graphs.
• Reasoning Ability: applies common sense to carry out detailed written or oral instructions with minimal supervision; deals with problems involving a few concrete variables in standardized situations.
• Computer
  
  Skills:
  
  working knowledge of Microsoft Office products (Word, Excel, Outlook); prior experience with Black Knight (MSP) preferred.

Typical office environment with moderate noise levels. Regularly required to sit while working at a desk, occasionally standing, walking, and using hands to lift and/or move up to 25 pounds. May also climb or balance; stoop, kneel, crouch or crawl. Needs to talk and hear; no special vision required beyond vision to read.

• Paid Time Off (PTO)
• Medical, Dental & Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company paid Life Insurance
• Matching 401(k) Plan

• Travel:
  Some travel may be required.
• Supervisory Responsibilities:
  
  None.
• Certificates and Licenses: N/A.