BILINGUAL (SPANISH) COLLECTIONS SPECIALIST

OSP LP•Las Vegas, NV

1d•$22 - $28

About The Position

The Collections Specialist supports management of delinquent mortgage loans through proactive borrower outreach, payment collection, account research, and delinquency resolution. The position primarily manages accounts up to approximately 90 days delinquent and refers appropriate accounts to the Loss Mitigation department when additional assistance options may be beneficial. The role requires professional, empathetic, solution-oriented borrower service while meeting collection objectives and following established servicing procedures and standards. The position works with assigned delinquency queues, servicing systems, dialer platforms, workflow and reporting tools, and internal departments. It also supports testing, procedure updates, process improvements, and special projects as assigned. This is a sedentary office role involving frequent computer use and communication, repetitive hand motions, and occasional lifting of up to 10 pounds.

Requirements

At least 12 months of experience in collections, mortgage servicing, financial services, banking operations, call center, customer service, or a related area.
High school diploma or equivalent.
Bilingual English/Spanish proficiency.
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.

Nice To Haves

Two or more years of collections or mortgage servicing experience.
Associate degree or higher education.
Black Knight MSP experience.

Responsibilities

Contact borrowers about 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, causes of delinquency, and available resolution options with borrowers.
Collect payments and document payment commitments, borrower intentions, and account activity in servicing systems.
Negotiate payment arrangements and delinquency resolution options according to 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 about account status, payment options, delinquency status, and general servicing questions.
Coordinate with internal departments to resolve account issues and support borrower assistance efforts.
Use servicing systems, dialer platforms, workflow tools, reporting applications, and other technology solutions to manage responsibilities.
Assist with testing activities, procedure updates, process improvements, and special projects as assigned.
Provide professional, empathetic, accurate, and responsive customer service; treat borrowers with dignity and respect.
Participate as an active team member, communicate professionally, and share constructive feedback and improvement ideas.
Apply sound judgment to account research, borrower concerns, payment arrangements, and collection issues, escalating unusual situations appropriately.