Bilingual Collections Counselor

Job Summary

To support the collections department, the full-time Bilingual Collections Counselor will manage delinquent accounts by conducting high volumes of inbound and outbound calls, resolving payment issues, and counseling borrowers on repayment options in a remote setting.

Key responsibilities

• Conduct high volumes of calls to and from delinquent borrowers to resolve outstanding accounts
• Establish repayment plans and provide hardship assistance while ensuring compliance with federal regulations
• Document all collection activities accurately in the mortgage collection systems and databases

Required qualifications

• High School diploma or equivalent
• Bilingual in Spanish, with a requirement to pass bilingual certification
• Solid PC skills, including proficiency in Microsoft applications and loan servicing platforms
• Ability to negotiate and demonstrate empathy while resolving financial matters
• Understanding of financial concepts related to loan modifications and foreclosures