Collections Specialist

Job Title:

Senior Collections Specialist (Loss Mitigation / SPOC)

The Senior Collections Specialist serves as a subject matter expert within Loss Mitigation, acting as the Single Point of Contact (SPOC) for borrowers. This role is responsible for managing complex delinquent accounts, guiding customers through resolution options, and ensuring compliance with all regulatory and investor requirements. The ideal candidate brings strong negotiation skills, sound judgment, and the ability to navigate sensitive financial situations with professionalism and empathy.

• Serve as the primary point of contact for borrowers regarding loss mitigation and collections inquiries
• Perform high-volume inbound and outbound calls to resolve delinquent accounts
• Analyze borrower financials to determine appropriate solutions, including:
• Retention options (forbearance, loan modifications)
• Liquidation options (short sale, deed in lieu)
• Negotiate payment arrangements and resolution strategies to achieve successful outcomes
• Maintain accurate, detailed documentation of all customer interactions and account activity
• Resolve complex account issues, disputes, and escalations with professionalism
• Ensure all accounts remain compliant with company policies, investor guidelines, and regulatory requirements
• Review and interpret complex financial documents to support decision-making
• Collaborate cross-functionally while managing multiple priorities in a fast-paced environment

• High School Diploma or equivalent (some college preferred)
• Strong knowledge of:
  • Collections procedures and best practices
  • State and federal Fair Debt Collection laws
  • U.S. Bankruptcy Code and bankruptcy procedures/regulations
  • Investor guidelines (FHA, VA, FNMA, FHLMC)
• Proven experience in loss mitigation, collections, or mortgage servicing
• Strong computer skills, including Microsoft Office

• Excellent verbal and written communication skills
• Strong negotiation and active listening abilities
• Advanced problem-solving and decision-making skills
• Exceptional customer service with the ability to manage conflict effectively
• Strong attention to detail and organizational skills
• Ability to analyze complex information and make sound recommendations
• Effective time management with the ability to meet deadlines
• Ability to thrive in a fast-paced, collaborative environment
• Comfortable interacting with individuals at all levels of the organization

• Experience managing high-volume caseloads or portfolios
• Familiarity with regulatory compliance in mortgage servicing
• Ability to handle sensitive financial situations with professionalism and discretion

Equal Opportunity Employer / Disabled / Protected Veterans