Collections Representative; On-site

Who We Are

At Newrez, we bring big thinkers and caring doers together to make home happen. We’re a team built on heart and hustle, united by a commitment to show up for our customers, our communities, and each other. We believe that when our people thrive, homeowners thrive – and that’s why we invest in your growth, wellbeing, and ability to make an impact.

A Specialty Collections Consultant is a collector who is responsible for collections on selected portfolios in order to maximize recovery and disposition loans to the appropriate workout strategy.

• Receive and review loan information.
• Contact borrowers to cure delinquency, set up payment arrangements and/or settle accounts through manual calls and an automated dialer.
• Manually dial active cells that do not reach the dialer and make additional allowed attempts to landlines and permission‑granted cells.
• Identify and recommend optimal workout strategies based on individual borrower circumstances.
• Understand current and 30‑DPD rolls and how to read manual dialing reports.
• Interpret legal/warning statuses on manual dialing reports.
• Work with designated clients taking inbound and making outbound calls for those clients only.
• Correspond via email with dedicated clients.
• Use the DA tool and work with client matrices regarding workout strategies including deferments and repayment plans.
• Notate RFD and all conversations with the customer for client review.
• Utilize skip‑tracing tools for accounts with no phone number.
• Increase borrower contact frequency using a scoring model.
• De‑escalate calls and log complaints.
• Apply FDCPA guidelines when handling accounts.
• Update contact preferences for homeowners when consent is provided.
• Update the system with preferred language changes.
• Assist in sending emails to borrowers, including pulling files, attaching documents, and follow‑ups.
• Reach out to consumers about past‑due accounts, taxes, liens, and insurance.
• Submit necessary tasks to keep accounts updated on current issues.
• Provide in‑depth escrow analysis reviews to inform the consumer of any account changes.
• Answer consumer questions about payments, taxes, insurance, etc., and ensure accurate documentation.
• Help consumers cure delinquency by offering RPPs or deferments if eligible.
• Meet monthly departmental goals (e.g., 100 payments per month) and EVPH goals by capturing promises on each call.
• Provide one‑call resolution wherever possible.
• Check deferments and repayment plans for accuracy before seeking approval.
• Submit correct client requests via the delegated authority tool.
• Perform related duties as assigned by management.

• High school diploma or equivalent, required.
• Bachelor’s degree, preferred.
• 0–2 years of loss mitigation, collections, or related mortgage‑servicing experience.

• Pass a written exam to determine comprehension of situations and proper writing style.
• English fluency required;
  Spanish fluency a plus.
• Outstanding telephone and written communication skills.
• Familiarity with internet‑based search techniques, including skip‑tracing solutions.
• Professional conduct when dealing with people of any mood or personality type.
• Familiarity with lending‑related terminology and processes, especially mortgage delinquency.
• Excellent reasoning and research skills with the ability to see the big picture and manage details.
• Ability to safeguard confidential customer and company information.
• A solid work ethic, high integrity, a positive attitude, and strong attention to detail.
• Ability to follow instructions with minimal direct supervision.
• Excellent keyboarding skills.
• Proficiency with Windows computers and Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.).
• Ability to remain stationary (mostly sitting) for long periods.

Must be able to remain in a stationary position for long periods of time; operate and interpret information on computer screens, documents, and reports; communicate effectively with all homeowners. Management reserves the right to assign or reassign duties and responsibilities to this job at any time.