CCHL Servicing Collections Specialist

Capital City Home Loans Servicing Collections Specialist
- Capital City Bank
- More than your bank your banker.

Hours:
Mon
- Fri 40 Hours

The Servicing Collections Specialist position is a member of the Loan Servicing Operations and Default Team with the primary responsibility for the effective management of accounts in various stages of delinquency or default. The Collections Specialist is responsible for managing delinquent accounts, contacting customers regarding past‑due balances, and working toward timely resolution through payment arrangements, loss mitigation options, or account reconciliation.

This role requires strong communication skills, attention to detail, and the ability to balance customer service with compliance and company policies.

All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

• Effectively communicate and educate borrowers, explaining the impact of delinquency on the loan and potential loss mitigation options. Escalate accounts when necessary for advanced collections, default, or legal action.
• Properly update and document the servicing platform, including right party contact, promise to pay dates, and reason for default.
• Contact customers via phone, email, and written correspondence regarding delinquent accounts.
• Negotiate repayment plans in accordance with company and/or Investor guidelines.
• Educate customers on available options, deadlines, and consequences of non‑payment.
• Ensure compliance with federal, state, and local regulations (e.g., FDCPA, CFPB guidelines).
• Collaborate with internal departments such as Customer Service, Loss Mitigation, Legal, and Accounting.
• Assist the Servicing & Default Manager as needed.

Provides additional support to manager and department colleagues.

Completes all assigned/required Bank training within established timelines.

• Understanding of FNMA, FHA, VA, and other applicable investor guidelines, with the ability to apply regulatory and compliance standards in daily servicing and collections activities.
• Mortgage, auto, credit card, or consumer finance collections experience.
• Understanding of default servicing or loss mitigation processes.
• Ability to work independently and manage high‑volume workloads.
• Problem‑solving mindset with sound judgment.
• Adaptability in a fast‑paced, compliance‑driven environment.
• Must be able to effectively communicate with borrowers while maintaining privacy and respectful demeanor.
• Ability to prioritize work, multi‑task and display a flexible attitude.
• Ability to manage time constraints and meet operational deadlines.
• Ability to handle high pace work environment with unpredictable workloads.
• Attention to detail and accuracy.

Minimum, high school diploma or equivalent required. Bachelor’s Degree from an accredited college preferred. Relevant experience may substitute for the education requirement. Two years of Mortgage Servicing experience preferred, and relevant banking experience considered.

• 2 years of collection experience servicing Conventional insured loans, FHA, USDA and VA loans.
• 2 years of experience as a “Single Point of Contact.”
• 2 years of property preservation experience.

• Lobby or cubicle environment.
• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

• Medical, Dental and Vision
• Life Insurance
• 401(k) with Matching
• Flexible Spending Accounts
• Tuition Assistance
• Stock Purchase
• Discounts on Products and Services

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.