Account Resolution Specialist, Mortgage & Solar Collections

Account Resolution Specialist, Mortgage & Solar Collections

Location:

Los Angeles, CA

Employment Type:

Contract | Initial 90-Day Assignment with Potential to Extend
Work Arrangement:
Hybrid | 3 Days Onsite per Week
Pay Rate: $28.00–$32.00/hour
Openings: 2

• Manage a portfolio of delinquent accounts, including mortgage and solar loan accounts.
• Conduct inbound and outbound collections calls regarding past-due balances and delinquent accounts.
• Work directly with borrowers and customers to identify appropriate solutions for resolving delinquent balances.
• Negotiate and establish payment arrangements, repayment plans, and other account resolution solutions in accordance with established guidelines.
• Review loan files, account histories, payment activity, collection notes, delinquency status, and supporting documentation to determine appropriate collection strategies.
• Perform and document loan re-aging activities when applicable and in accordance with established policies and procedures.
• Understand and monitor roll rates, delinquency trends, account aging, and movement between delinquency stages.
• Follow up on established payment arrangements and take appropriate action when commitments are not fulfilled.
• Monitor account status changes and loan performance to identify accounts requiring additional collection or resolution activity.
• Review workout loan files to ensure required documentation is complete and accurate.
• Accurately document all collection calls, borrower communications, payment commitments, account updates, and resolution activities within internal systems.
• Assist with account recovery and delinquency management efforts to minimize losses.
• Collect, gather, and distribute supporting documentation related to account resolution activities.
• Complete quality control reviews of workout loan files to ensure documentation is accurate and complete.
• Image and maintain loan documents within applicable loan servicing or core processing systems.
• Prepare applicable files for escalation, charge-off, outside collection placement, legal review, or other recovery actions.
• Update credit reporting information through applicable systems, including E-Oscar, when required.
• Identify accounts requiring escalation or additional review and route them to the appropriate internal resources.
• Research account discrepancies, payment issues, and other factors affecting delinquency or account resolution.
• Coordinate with internal departments to obtain information necessary to resolve borrower accounts.
• Maintain professional, respectful, and solution-oriented communication throughout the collections process.
• Participate in departmental meetings and provide additional support to the Account Resolutions team as needed.
• Keep management informed of significant collection issues, account activity, and potential risks.
• Maintain confidentiality of customer, borrower, and financial information.
• Follow all organizational policies, procedures, and applicable regulatory requirements related to collections and account resolution.

• High school diploma or equivalent required.
• 2+ years of collections, account resolution, loan servicing, mortgage servicing, or related financial services experience preferred.
• Hands-on experience managing delinquent accounts and conducting collections calls.
• Consumer collections experience involving credit cards, personal loans, and/or auto loans is highly valued.
• Experience establishing and monitoring payment arrangements and repayment plans.
• Working knowledge of loan re-aging and its application within collections.
• Understanding of roll rates, delinquency stages, account aging, and delinquency management.
• Ability to review payment histories, loan documentation, account notes, and collection activity to determine appropriate next steps.
• Strong verbal communication and negotiation skills.
• Excellent attention to detail and documentation skills.
• Ability to manage a high-volume portfolio of accounts and competing priorities.
• Strong problem-solving and account research skills.
• Ability to handle confidential financial and customer information appropriately.
• Proficiency with Microsoft Office and experience working with collections, loan servicing, CRM, core banking, or financial account management systems.

We're looking for collections professionals who understand both the customer service and financial performance sides of account resolution. Successful candidates will be comfortable having difficult financial conversations while remaining professional, compliant, and focused on identifying realistic solutions. Candidates should be able to speak confidently about core collections concepts such as loan re-aging, roll rates, payment arrangements, delinquency stages, account recovery, and repayment strategies.

Experience supporting mortgage, solar, credit card, personal loan, auto loan, or other consumer lending portfolios will be valuable in this role.

At Wheeler Staffing…