Collections Customer Service Representative

Job Description

Job Description

Performing Loan Consultant

Location: Coppell, TX
Position Type: Contract-to-Hire
Work Environment: Onsite, Monday–Friday

Schedule

• Weeks 1–2 (Training): 8:00 AM – 5:00 PM
• Regular Schedule: 9:00 AM – 6:00 PM
• Occasional overtime or weekend availability may be required.

Job Description

We are seeking a motivated Performing Loan Consultant to assist homeowners with past-due mortgage payments, account questions, and payment arrangements. The ideal candidate has strong communication skills, customer service experience, and the ability to handle high-volume calls in a fast-paced environment.

Key Responsibilities

• Make outbound calls to homeowners regarding past-due mortgage payments.
• Handle inbound customer service calls and account inquiries.
• Work with customers to establish payment arrangements and resolve outstanding balances.
• Process mortgage payments and update customer accounts.
• Assist with billing questions, escrow inquiries, and payoff requests.
• Maintain accurate records of customer interactions.
• Meet daily performance and productivity goals.
• Provide professional, courteous service while handling difficult conversations.

Qualifications

• High school diploma or GED required.
• Previous customer service, call center, or collections experience preferred.
• Strong communication, negotiation, and problem-solving skills.
• Comfortable handling high-volume inbound and outbound calls.
• Basic computer skills and Microsoft Office proficiency.
• Ability to multitask and work in a fast-paced environment.
• Bilingual Spanish is a plus.
• Previous sales or payment collection experience is a plus.

Additional Information

• This is a fully onsite position.
• Training is provided, including required open-book assessments.
• The first training assessment takes place on day 5 and must be passed to continue the assignment.
• Reliable attendance and punctuality are required.
• Must have a smartphone capable of using authentication applications for company security.