Early Stage Collections Specialist, II

Responsibilities

• Responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions.
• Contact borrowers primarily in the early stages (1‑59 days) of the delinquency cycle and negotiate payment arrangements to bring borrowers current.
• Assist borrowers that are more than 59 days delinquent and borrowers that are in foreclosure.
• Review the borrower’s current financial situation and offer additional options depending on the circumstance.
• Provide support to inbound Customer Service on high inbound volume days.
• Explain detailed mortgage loan information to borrowers.
• Evaluate and help determine the borrower’s ability to pay and collect appropriate financial information.
• Utilize an automated dialing system (Aspect Dialer) for both inbound and outbound calls.
• Negotiate reasonable payment arrangements with borrowers.
• Process payments and provide status on a wide variety of servicing functions.

• Knowledgeable of investor hierarchies for loss mitigation options.
• Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
• Knowledge of relevant and industry‑specific computer software packages.
• Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Basic to intermediate math skills (add, subtract, multiply, and divide and to record, balance, and check results for accuracy).
• Ability to understand basic collection issues and to collaborate and explore alternative solutions.
• Ability to apply state, federal and company requirements and make proper decisions.
• Ability to organize thoughts and ideas into understandable terminology.
• Negotiation skills that allow the Early Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
• High school diploma or equivalent work experience.
• One (1) year collections experience in a customer service/call center environment and/or loan servicing experience.
• A minimum of one (1) year of experience in the Banking, Mortgage/Loan Servicing industries preferred.

Core Competencies
:
Demonstrates expertise in counseling borrowers on loan options and negotiating payment arrangements, with a strong understanding of loss mitigation and compliance with the Fair Debt Collection Practices Act. Proficient in utilizing automated dialing systems and managing high‑volume customer interactions effectively.