Collection Counselor I

Job Summary

Managing delinquent accounts, the full-time Collection Counselor I will handle high volumes of inbound and outbound calls, resolve payment issues, and counsel borrowers on repayment options in a remote setting.

Key responsibilities

• Answer and generate calls to delinquent borrowers, aiming to collect full amounts due and establish repayment plans
• Provide guidance on financial options and assist with loss mitigation processes while adhering to federal regulations
• Document all activities in mortgage collection systems and consistently meet monthly performance goals

Required qualifications

• High School diploma or equivalent
• 1-2 years of collection or customer service experience
• Proficient in Microsoft applications and loan servicing platforms
• Ability to negotiate and demonstrate empathy in resolving financial matters
• Strong understanding of financial obligations and the ability to explain them clearly to borrowers