Collections Specialist

Overview

Founded in 1993, Bayview Asset Management is an investment management firm focused on investments in mortgage and consumer credit, including whole loans, asset‑backed securities, mortgage servicing rights, and other credit‑related assets.

Silver Hill Capital, a subsidiary of Bayview, is a national commercial real‑estate lender specializing in small‑balance commercial and investor property financing solutions. The firm provides flexible loan programs—bridge loans and DSCR financing—to support real estate investors and small business owners across the United States. Headquartered in Coral Gables, Florida, Silver Hill Capital works closely with mortgage brokers to deliver efficient, relationship‑driven lending solutions and has built a strong reputation for expertise and responsiveness in the commercial lending market.

Bayview Asset Management focuses on investments in mortgage and consumer credit, including whole loans, asset‑backed securities, mortgage servicing rights, and other credit‑related assets, and is dedicated to building strong client relationships and providing innovative solutions.

The Collections Specialist is responsible for managing a portfolio of consumer loan accounts and engaging directly with borrowers to resolve delinquent balances. This role focuses on proactive borrower outreach, negotiating repayment solutions, and ensuring customers understand their loan obligations. The position involves high-volume inbound and outbound communication, requiring strong negotiation, problem‑solving, and customer service skills. The Collections Specialist is expected to follow all company policies and regulatory requirements while working to minimize delinquency and loan losses through effective borrower engagement and timely resolution of outstanding balances.

• Manage a portfolio of delinquent consumer loan accounts and perform high-volume inbound and outbound borrower outreach.
• Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances.
• Negotiate repayment plans, settlements, and payment arrangements in accordance with company guidelines and loss mitigation strategies.
• Review account histories and borrower financial information to determine appropriate collection strategies.
• Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status.
• Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems.
• Assist borrowers experiencing financial hardship by identifying compliant repayment solutions.
• Handle customer inquiries, disputes, and escalated concerns in a professional and timely manner.
• Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices.
• Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards.
• Collaborate with team members and management to resolve complex accounts and improve recovery outcomes.
• Perform additional duties as assigned.

• Strong verbal and written communication and negotiation skills.
• Ability to work effectively with customers in sensitive financial situations with professionalism and empathy.
• Solid problem‑solving skills with the ability to identify practical repayment solutions.
• Ability to multitask in a fast‑paced, high‑volume call environment.
• Proficiency in Microsoft Office (Word, Excel).
• Experience with loan servicing or collections systems preferred.
• Strong attention to detail and ability to handle confidential information responsibly.
• Self‑motivated and goal‑oriented with a focus on achieving performance targets.

• High School Diploma or GED required.
• Prior experience in collections, customer service, call center operations, or financial services preferred.

• This role is available as fully remote but is preferred for candidates located in Coral Gables or Fort Lauderdale, FL.
• Business hours are Monday–Friday, 9:00 AM–6:00 PM (EST); occasional work outside these hours may be required…