Collections Lead

Job Summary

Working remotely in a full-time capacity, the Collections Lead will manage loan counseling activities, assess borrower financial situations, and provide functional direction to Collections Agents while addressing early defaults through various workout solutions.

Key responsibilities

• Assess reasons for delinquency and evaluate homeowner finances to recommend optimal workout solutions
• Participate in outbound dialer campaigns and ensure compliance with investor rules and internal policies
• Provide training and coaching to Collections Agents and assist in managing department performance metrics

Required qualifications

• High School Diploma or equivalent required
• Minimum three years of experience in consumer relations or customer service, with prior loan counseling experience preferred
• Working knowledge of conventional mortgage loans and regulatory requirements related to debt collection
• Proficiency in Microsoft Office Suite and data entry; familiarity with document retention software preferred
• Ability to work in a fast-paced, metrics-driven environment while demonstrating patience and professionalism