Collections Specialist - ServiceMac (Remote)

Overview

A financial services organization is seeking a Collections Specialist to manage delinquent mortgage accounts through various collection activities. This role involves both inbound and outbound customer outreach, analyzing borrower information, negotiating payment arrangements, and ensuring compliance with investor, regulatory, and company standards.

Responsibilities

• Conduct inbound and outbound collection calls across all stages of delinquency.
• Research and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

Requirements

• High school diploma or equivalent.
• 1–3 years of mortgage service experience and high-volume collections experience.
• Goal-oriented with the ability to thrive in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities with strong attention to detail.
• Call center experience preferred.

Knowledge, Skills, and Abilities

• Knowledge of collections procedures and best practices.
• Strong understanding of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations.
• Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
• Strong negotiation, active listening, and communication skills.
• Ability to analyze and interpret moderate to high-complexity issues and make sound decisions.
• Strong problem-solving, time-management, and organizational skills.
• Ability to thrive in a fast-paced, collaborative environment.
• Strong attention to detail with the ability to meet goals and deadlines.
• Ability to interact and communicate effectively with individuals at all organizational levels.

Work Schedule

• Hours: 11:00 AM to 8:00 PM EST
• Rotating Saturdays: 9:00 AM to 3:00 PM EST

Compensation

• Pay rate: $22.00 - $24.00 per hour
• Pay is based on factors including job-related knowledge, skills, experience, business requirements, and geographic location.

Additional Information

• Employment contingent upon successful completion of background check, credit check, and drug screening where permitted by law.

Benefits

Eligible employees may receive a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, paid sick leave, and an employee stock purchase plan.

Location

This position operates within the Eastern Standard Time zone.