Collection Specialist

Collection Specialist

The Collection Specialist manages delinquent accounts across mortgage, auto, and signature (unsecured consumer) loan portfolios. This role focuses on recovering outstanding balances, negotiating sustainable repayment solutions, and preserving customer relationships while ensuring strict compliance with federal, state, investor, and company requirements.

Key Responsibilities

• Portfolio Management: Monitor and manage a mixed portfolio of delinquent mortgage, auto, and signature loan accounts through all stages of delinquency.
• Customer Outreach: Initiate timely, documented contact via phone, email, and written correspondence to discuss past-due balances, options, and next steps.
• Repayment Negotiation: Negotiate and document payment arrangements, loan modifications, forbearance plans, reinstatements, settlements, and other loss-mitigation solutions tailored to loan type.
• Auto Collections Efforts: Coordinate repossession referrals when appropriate; work with recovery vendors and title services; verify vehicle information and lien status; pursue voluntary surrender or reinstatement options when feasible.
• Signature Loan Collections Efforts: Apply strategies for unsecured debt recovery including structured payment plans, settlement offers, and skip-tracing to locate borrowers; escalate to legal collections when required.
• Documentation and System Updates: Maintain accurate, audit-ready records of all collection activity, borrower communications, and account status updates in the servicing system.
• Compliance and Risk Management: Ensure all collection activities comply with FDCPA, RESPA, state laws, investor servicing requirements, and internal policies; flag and escalate potential legal or regulatory issues.
• Loss Mitigation Coordination: Collaborate with underwriting, foreclosure, legal, and loss-mitigation teams to evaluate options and implement approved solutions.
• Skip Tracing and Research: Use internal tools and third-party services to locate borrowers, verify employment and assets, and update contact information.
• Reporting and Metrics: Produce regular status reports and performance metrics such as cure rates, promise-to-pay adherence, recovery amounts, and days delinquent.
• Customer Service: Provide clear, professional guidance to borrowers about options and timelines while protecting the company's financial interests.

Qualifications

• Experience: 2+ years in collections, loan servicing, or related financial recovery roles; experience with mortgage, auto, and unsecured consumer loans strongly preferred.
• Education: High school diploma or GED required; Associate degree or higher in finance, business, or related field preferred.
• Technical Skills: Proficiency with loan servicing systems and CRM tools; strong MS Office skills, especially Excel. Experience with skip-trace and repossession vendor platforms is a plus.
• Regulatory Knowledge: Familiarity with FDCPA, RESPA, state foreclosure and repossession laws, and investor servicing guidelines.
• Certifications: Relevant certifications in collections, mortgage servicing, or loss mitigation are advantageous.

Skills and Competencies

• Communication: Clear, persuasive verbal and written communication with borrowers and internal partners.
• Negotiation: Strong ability to structure repayment plans and settlements that balance borrower capacity and portfolio performance.
• Attention to Detail: Accurate documentation and careful review of account histories, legal notices, and title/vehicle records.
• Organization: Ability to manage a high-volume caseload and prioritize tasks to meet deadlines.
• Problem Solving: Analytical approach to evaluate borrower situations and recommend appropriate actions.
• Emotional Intelligence: Empathy and professionalism when handling sensitive borrower circumstances.
• Teamwork: Collaborative approach with legal, underwriting, repossession vendors, and servicing teams.
• Compliance Mindset: Consistent application of regulatory and investor rules in daily activities.

Working Conditions and Compensation

• Schedule: Full-time; may require extended hours during peak periods or to meet legal deadlines.
• Physical Requirements: Primarily office-based work with extended computer use. May require occasional coordination with field vendors.

Equal Opportunity: Employer is an equal opportunity employer committed to diversity and inclusion.