Collections Specialist - ServiceMac (Remote)

Collections Specialist

The Collections Specialist is responsible for performing a variety of collection activities to resolve delinquent mortgage accounts. You will conduct both inbound and outbound customer outreach, gather and analyze borrower information, negotiate payment arrangements, and ensure accounts remain compliant with investor, regulatory, and company requirements. This role requires strong judgment, problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. You will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing multiple priorities in a fast paced environment.

What You'll Do

• Perform inbound and outbound collection calls across all stages of delinquency.
• Research, identify, and resolve issues contributing to customer delinquency.
• Maintain accurate and detailed records of all customer interactions and account activities.
• Provide exceptional customer service by resolving complex account issues, discrepancies, and disputes.
• Review accounts to ensure compliance with internal policies, investor requirements, and applicable regulatory standards.
• Analyze borrower financials to determine appropriate payment arrangements or retention options.

Working hours are 11am-8pm, EST with a rotating Saturday 9am-3pm EST.

Candidates selected for employment will be required to successfully complete a background check, credit check and drug screening as a condition of employment, where permitted by applicable law.

Pay Rate: $22.00 - $24.00 per hour. This hiring range is a reasonable estimate of the base pay range for this position at the time of posting. Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What You'll Bring

• High School diploma or equivalent.
• Typically requires 13 years of mortgage service experience and high-volume collections experience.
• Goal-oriented with the ability to thrive in a fast-paced environment.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities with strong attention to detail.
• Call center experience preferred.

Knowledge, Skills, and Abilities (KSAs)

• Knowledge of collections procedures and best practices.
• Strong knowledge of state and federal Fair Debt Collection Laws, the U.S. Bankruptcy Code, and bankruptcy procedures/regulations.
• Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.
• Strong negotiation, active listening, and communication skills.
• Ability to analyze and interpret moderate to high-complexity issues and make sound decisions.
• Strong problem-solving, time-management, and organizational skills.
• Ability to thrive in a fast-paced, collaborative environment.
• Strong attention to detail with the ability to meet goals and deadlines.
• Ability to interact and communicate effectively with individuals at all levels of the organization.