COLLECTIONS SPECIALIST

Job Description

Job Description

Primary Position Objective

The Collections Specialist supports the management of delinquent mortgage loans through proactive borrower outreach, payment collection efforts, account research, and delinquency resolution activities. The position primarily manages delinquent accounts through approximately 90 days delinquent and coordinates referral of appropriate accounts to the Loss Mitigation department when additional assistance options may be beneficial.

• Contact borrowers regarding past due mortgage payments through inbound and outbound communications.
• Manage assigned delinquency queues and collection activities within established service standards.
• Discuss account status, payment history, delinquency causes, and available resolution options with borrowers.
• Collect payments and document payment commitments, borrower intentions, and account activity within servicing systems.
• Negotiate payment arrangements and delinquency resolution options consistent with established procedures and servicing requirements.
• Research account activity, payment history, correspondence, and servicing records to support collection efforts and borrower inquiries.
• Monitor delinquency reports, queues, worklists, and exception items requiring follow-up.
• Identify borrowers who may benefit from loss mitigation assistance and facilitate referral to the Loss Mitigation department.
• Respond to borrower inquiries regarding account status, payment options, delinquency status, and general servicing questions.
• Coordinate with internal departments to resolve account issues and support borrower assistance efforts.
• Utilize servicing systems, dialer platforms, workflow tools, reporting applications, and technology solutions to manage responsibilities efficiently.
• Assist with testing activities, procedure updates, process improvements, and special projects as assigned.

• Deliver exceptional customer service that reflects AmeriNat's commitment to maintaining industry-leading borrower and client satisfaction.
• Approach borrower interactions with professionalism, empathy, active listening, and a solution-oriented mindset.
• Support AmeriNat's client-centric culture through responsiveness, accuracy, transparency, and service quality.
• Treat borrowers with dignity and respect while maintaining accountability for collection objectives.
• Participate as an active team member and support department objectives.
• Communicate effectively and professionally in verbal and written interactions.
• Share constructive feedback and ideas that support continuous improvement.

None.

Exercise sound judgment when researching delinquent accounts, borrower concerns, payment arrangements, and collection-related issues while applying established procedures and escalating unusual situations appropriately.

• Minimum of 12 months of collections, mortgage servicing, financial services, banking operations, call center, customer service, or related experience.
• Two or more years of collections or mortgage servicing experience preferred.
• High school diploma or equivalent required; associate degree or higher education preferred.
• Black Knight MSP experience preferred.
• Strong customer service, interpersonal communication, listening, and negotiation skills.
• Ability to follow established procedures, documented workflows, client requirements, investor guidelines, and servicing standards.
• Working knowledge of Microsoft Outlook, Word, and Excel.
• Bilingual English/Spanish required

Sedentary office environment with frequent computer use, communication, repetitive hand motions, and occasional lifting of up to 10 pounds.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position. 

AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required. 

AmeriNat will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. AmeriNat is an Equal Opportunity Employer.