About the Role
The Mortgage Collections Specialist will work directly with customers to manage delinquent mortgage accounts, provide payment solutions, and maintain accurate records in compliance with company and regulatory standards.
Responsibilities
- Contact borrowers who are behind on mortgage payments using phone and written communication
- Explain loan terms and available repayment options in clear, understandable language
- Assess financial situations to recommend appropriate account resolutions
- Document all customer interactions and update account statuses accurately
- Follow federal and company-specific guidelines for collections practices
- Negotiate payment plans that align with borrower capabilities
- Verify income and financial documentation when evaluating hardship cases
- Escalate complex cases to senior staff or loss mitigation specialists
- Maintain up-to-date knowledge of mortgage products and regulatory changes
- Respond to customer inquiries regarding account balances and payment history
- Ensure all communication complies with Fair Debt Collection Practices Act standards
- Work within CRM systems to track collection activities and outcomes
- Collaborate with internal departments to resolve servicing issues
- Provide Spanish-language support for customer interactions and documentation
- Meet performance goals related to account resolution and customer contact
Nice to Have
- Prior experience in a mortgage collections department
- Knowledge of loss mitigation options such as forbearance or loan modification
- Certification in credit or collections management
- Experience with loan origination or servicing platforms
- Customer service experience in a regulated industry
Compensation
Competitive hourly rate based on experience
Work Arrangement
Remote
Team
Part of the customer resolution team focused on loan account management
Language Requirement
This position requires professional fluency in Spanish, as many customers will need support in that language. All interviews will include a Spanish language assessment.
Technology Needs
Applicants must have a reliable computer, high-speed internet, and a headset for daily use. Dual monitors are recommended but not required.
Not available
