Early Collections Specialist

Early Collections Specialist

United Wholesale Mortgage is looking for an Early Collections Specialist to contact borrowers who have recently become delinquent on their mortgage payments (typically 1–59 days past due). This role involves identifying the reason for delinquency, educating customers on payment options, and encouraging timely resolution to prevent further default. The specialist will work within regulatory guidelines and company policies to support both customer retention and loan portfolio performance.

• Initiate outbound and respond to inbound calls to borrowers in early stages of delinquency (1–2 months past due).
• Engage with borrowers to understand financial hardship and determine root causes of missed payments.
• Provide information on repayment options, due dates, and consequences of continued delinquency.
• Set up and negotiate repayment plans within company policy guidelines.
• Update borrower records with detailed notes of each interaction in the loan servicing system.
• Ensure compliance with all federal and state regulations, including FDCPA, RESPA, and CFPB guidelines.
• Escalate complex cases or hardship scenarios to Loss Mitigation or appropriate departments.
• Meet or exceed individual and team performance goals for call quality, resolution rates, and borrower satisfaction.
• Collaborate with internal teams including Customer Service, Loss Mitigation, and Escrow when necessary.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1–2 years of experience in collections, customer service, or mortgage servicing.
• Familiarity with mortgage loan terms, repayment structures, and default management is a plus.
• Strong verbal and written communication skills.
• Ability to de‑escalate difficult conversations and build rapport with borrowers.
• High attention to detail and accuracy in data entry and record‑keeping.
• Proficient in MS Office (Word, Excel, Outlook); experience with loan servicing software.

• Bilingual (especially Spanish/English) is a plus.

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award‑winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement. We celebrate diversity and ensure all team members feel welcomed and empowered to be themselves.

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free membership to our large, state‑of‑the‑art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full‑size basketball court
• Wellness area, including an in‑house primary‑care physician’s office, full‑time massage therapist and hair salon
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab‑and‑go snacks
• In‑house Starbucks and Dunkin
• Indoor/outdoor café with Wi‑Fi

All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills, and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job‑related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise.

Employment with UWM is "at‑will." UWM is an Equal Opportunity Employer. By selecting “Apply for this job online” you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Customer Service