Collections Specialist - ServiceMac

Overview

The organization is seeking a Collections Specialist to manage delinquent mortgage accounts through direct customer engagement, account research, and negotiation. This role supports resolution of financial delinquencies, helps maintain account compliance, and works with customers to identify appropriate payment solutions while aligning with the organization’s financial and regulatory objectives.

Responsibilities

• Conduct inbound and outbound collection calls across all stages of delinquency.
• Research and resolve issues contributing to customer delinquency.
• Maintain accurate records of customer interactions, account activities, and resolutions.
• Resolve complex account issues, discrepancies, and disputes while providing excellent customer service.
• Ensure account activity complies with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financial information to determine appropriate payment arrangements or retention options.

Requirements

• High school diploma or equivalent.
• 1–3 years of mortgage servicing and high-volume collections experience.
• Goal-oriented with the ability to perform effectively in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Knowledge of collections procedures and best practices.
• Understanding of state and federal fair debt collection laws, the U.S. Bankruptcy Code, and related regulations.
• Strong customer service, conflict management, negotiation, and decision-making skills.
• Effective time-management and organizational abilities.
• Ability to communicate professionally with individuals at all organizational levels.

Preferred Qualifications

• Call center experience.

Compensation & Benefits

• Pay range: $18.46–$24.63 per hour.
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off and paid sick leave.
• Employee stock purchase plan.

Equal Opportunity Statement

The organization is an equal opportunity employer and is committed to an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.