Collections Counselor

Essex Mortgage•Ocala, FL

2d•Onsite

About The Position

This position is on-site only (Ocala, FL). Responsible for collecting payments for the Servicing division along with general servicing duties. This includes communication with our borrowers in a collection call center environment along with office admin/clerical duties.

Requirements

High school diploma or equivalent required
Minimum of 1–2 years of experience in collections, customer service, or call center operations required
Prior mortgage servicing or financial services collections strongly preferred
Demonstrated ability to handle difficult conversations with professionalism, empathy, and regulatory compliance
Strong written and verbal communication skills, including the ability to document call outcomes accurately and thoroughly
Proven ability to meet performance goals in a call-driven environment, balancing productivity with compliance and customer care
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.)
Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
Clear speaking voice on the telephone, in person, and recorded
Hearing within normal ranges in noise environments typical of office
Able to sit for long periods of time at computer or other work-station and in meetings
Able to use computers and operate equipment
Able to lift 10 pounds occasionally unassisted
Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship.

Nice To Haves

associate or bachelor’s degree preferred
Knowledge of FDCPA, CFPB, and state-specific collection regulations preferred
Experience using mortgage servicing platforms (such as FICS Mortgage Servicer) and call center systems (such as Five9) a plus
Bilingual skills (English/Spanish) preferred but not required
Experience working in a mortgage, banking, or financial services call center strongly preferred
Familiarity with FDCPA call recording standards and call dispositioning in automated dialer systems preferred

Responsibilities

Conduct inbound and outbound collection calls to borrowers with past-due mortgage accounts, encouraging and securing timely payments
Negotiate and establish repayment arrangements in accordance with company policy, investor guidelines, and regulatory requirements
Maintain compliance with FDCPA, CFPB, and all state/federal collection laws during every borrower interaction
Clearly explain account status, payment obligations, and available solutions to borrowers while documenting all call outcomes accurately in FICS Mortgage Servicer
Identify borrowers experiencing financial hardship and recognize when referral to Loss Mitigation is appropriate for long-term solutions
Schedule and encourage borrowers to attend face-to-face virtual meetings with their SPOC to review repayment options, modifications, or workout plans
Escalate accounts requiring specialized attention to Loss Mitigation, Bankruptcy, or Foreclosure departments as appropriate
Track and follow up on borrower promises to pay, ensuring commitments are met and updated in servicing systems
Assist borrowers with payment options and electronic payment tools, ensuring accurate processing and confirmation
Handle escalated or sensitive borrower interactions with professionalism, empathy, and adherence to company culture pillars
Monitor delinquency trends within assigned portfolios and provide feedback to leadership on recurring borrower challenges or process gaps
Contribute to team performance by meeting or exceeding established call handling, right party contact, and collection effectiveness goals
Support compliance reviews, internal audits, and quality assurance initiatives by ensuring accurate documentation and adherence to policies
Proactively educate borrowers about available payment options, recurring ACH, FlexPay, or other programs to reduce delinquency recurrence
Encourage and reinforce borrower payment habits by guiding them toward solutions that help sustain long-term homeownership
Use call center tools to manage and prioritize call queues, ensuring timely outreach to newly delinquent borrowers and high-risk accounts
Collaborate with Loss Mitigation and SPOC teams to ensure seamless borrower handoffs and consistent messaging
Participate in call monitoring and coaching sessions, applying feedback to improve compliance, borrower experience, and resolution effectiveness
Provide insight to leadership on systemic issues or frequent borrower concerns that may indicate the need for process improvements
Support company initiatives such as campaign-driven outreach (e.g., early-stage delinquency calls, disaster relief borrower check-ins, or payment program education)
Assist with compliance testing and quality assurance by responding to internal reviews, external audits, and monitoring requests