Overview
Founded in 1993, the organization is an investment management firm specializing in mortgage and consumer credit investments, including whole loans, asset-backed securities, mortgage servicing rights, and other credit-related assets. This role is within a subsidiary that operates as a national commercial real estate lender focusing on small-balance commercial and investor property financing solutions. The subsidiary offers flexible loan programs such as bridge loans and DSCR financing to support real estate investors and small business owners across the United States. Headquartered in Coral Gables, Florida, it collaborates closely with mortgage brokers to provide efficient, relationship-driven lending solutions and has funded billions of dollars in loans.
Position Summary
The Collections Specialist manages a portfolio of consumer loan accounts, engaging directly with borrowers to resolve delinquent balances. This role involves proactive borrower outreach, negotiating repayment solutions, and ensuring customers understand their loan obligations. It requires handling high-volume inbound and outbound communications, strong negotiation, problem-solving, and customer service skills. The Collections Specialist must adhere to all company policies and regulatory requirements to minimize delinquency and loan losses through effective borrower engagement and timely resolution of outstanding balances.
Responsibilities
- Manage a portfolio of delinquent consumer loan accounts with high-volume inbound and outbound borrower outreach
- Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances
- Negotiate repayment plans, settlements, and payment arrangements following company guidelines and loss mitigation strategies
- Review account histories and borrower financial information to determine appropriate collection strategies
- Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status
- Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems
- Assist borrowers experiencing financial hardship by identifying compliant repayment solutions
- Handle customer inquiries, disputes, and escalated concerns professionally and promptly
- Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices
- Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards
- Collaborate with team members and management to resolve complex accounts and improve recovery outcomes
- Perform additional duties as assigned
Skills & Requirements
- Strong verbal and written communication and negotiation skills
- Ability to work effectively with customers in sensitive financial situations with professionalism and empathy
- Solid problem-solving skills with the ability to identify practical repayment solutions
- Ability to multitask in a fast-paced, high-volume call environment
- Proficiency in Microsoft Office (Word, Excel)
- Experience with loan servicing or collections systems preferred
- Strong attention to detail and ability to handle confidential information responsibly
- Self-motivated and goal-oriented with a focus on achieving performance targets
Qualifications
- High School Diploma or GED required
- Prior experience in collections, customer service, call center operations, or financial services preferred
Location & Compensation
- This role is fully remote; however, candidates located in the Coral Gables or Fort Lauderdale, Florida area are preferred
- Business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Standard Time, with occasional need for work outside these hours based on business needs
- Monthly performance-based incentive opportunities are available in addition to the base salary
Physical Demands and Work Environment
- Regularly required to sit and use hands to handle, touch, or feel objects, tools, or controls
- Frequently required to talk and hear
- Noise level in the work environment is usually moderate
- Occasionally required to stand, walk, and reach with hands and arms
- Rarely required to stoop, kneel, crouch, or crawl
- Must regularly lift and/or move up to 10 pounds
- Specific vision abilities required include close vision, color vision, and the ability to adjust focus
Equal Employment Opportunity
The organization is an Equal Employment Opportunity employer. Employment decisions are made based on merit, competence, and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.