Collections Specialist - Bilingual

Mortgage Collection Specialist

The Mortgage Collection Specialist plays a key role in supporting Vacatia's financial stability by managing and resolving delinquent mortgage accounts while maintaining strong, professional relationships with owners. This position is responsible for proactive outreach, account monitoring, and negotiating payment solutions that align with company guidelines and customer circumstances.

The ideal candidate brings a customer-centric mindset, strong communication and negotiation skills, and experience working in collections, mortgage servicing, or related financial roles. This role partners closely with internal mortgage professionals and customer service teams to ensure accurate account and delinquency resolution, positive cash flow, and a respectful owner experience consistent with Vacatia's brand values.

Key Responsibilities

Mortgage Collections & Owner Outreach

• Contact borrowers regarding past-due mortgage payments via phone, auto-dialer, email, and written correspondence.
• Monitor mortgage accounts and take appropriate action to resolve delinquencies in a timely manner.
• Negotiate payment plans and repayment terms within established company guidelines.
• Educate owners on account status, payment options, and next steps.

Account Management & Documentation

• Maintain accurate and detailed records of all collection activity and owner communications.
• Reconcile customer accounts and resolve discrepancies in partnership with the mortgage team.
• Ensure system updates are completed accurately and within required timelines.

Escalation

• Escalate unresolved or high-risk accounts to appropriate internal or external resources as needed.

Process Improvement & Collaboration

• Collaborate with internal teams to improve mortgage collection processes and performance.
• Participate in team meetings and training initiatives to ensure alignment with policies and procedures.

Customer Experience & Professionalism

• Deliver exceptional customer service while navigating sensitive financial discussions.
• Communicate with professionalism, empathy, and clarity to reduce conflict and build trust.
• Uphold Vacatia's standards for integrity, confidentiality, and compliance.

Qualifications

• High school diploma or equivalent required.
• Minimum of 2 years of experience in customer service, collections, mortgage servicing, or a related role.
• Bilingual proficiency in English and Spanish required; Portuguese strongly preferred.
• Strong communication, negotiation, and interpersonal skills with a customer-focused approach.
• Auto-dialer experience preferred.
• Excellent organizational skills with strong attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Experience in collections, hospitality, real estate, or vacation ownership environments preferred.

Working Conditions

This position offers flexibility to work remotely, in a hybrid arrangement, or on-site, depending on business needs, with a requirement for a reliable high-speed internet connection for remote work and private workspace.

Monday through Thursday 11:00am 7:00pm, Friday 9:00am 5:00pm, with occasional weekend work as needed. The role requires the ability to work independently and collaboratively while handling sensitive financial information with discretion and professionalism.

Physical Requirements

Perform primarily sedentary work within an office environment, with occasional standing or walking required. Must be able to work at a computer for extended periods, typically 8 hours per day. Regular use of standard office equipment such as computers, phones is required. Must be able to occasionally lift or move items up to 15 pounds. Regular, reliable, and timely attendance is an essential function of this position.