Collections Specialist (I-O)

Selene Diligence•Dallas, TX

About The Position

The Collections Specialist manages collection activities for an assigned loan portfolio and handles inbound and outbound borrower calls to collect payments, resolve inquiries, and provide customer service. The role seeks payment commitments, works to reduce delinquency progression and account risk, and communicates delinquency status, potential consequences, and investor requirements to encourage resolution. The specialist assesses borrowers’ financial circumstances and hardships, documents findings, and discusses repayment plans, forbearance, loss mitigation, and other workout solutions according to eligibility guidelines. The role also educates borrowers about assistance programs, required documentation, timelines, and next steps; establishes payment arrangements and promotes recurring ACH enrollment; and maintains accurate account records in compliance with company, investor, and regulatory requirements. Employees are expected to meet attendance, quality, productivity, and performance goals and remain current on servicing, collections, and loss mitigation practices.

Requirements

High school diploma or equivalent required; additional education preferred.
One year of experience in mortgage servicing, collections, call center operations, loss mitigation, or a related financial services environment preferred.
Understanding of borrower delinquency, payment resolution, and customer service best practices.
Ability to discuss sensitive financial situations professionally, empathetically, and confidently.
Strong verbal and written communication skills, including the ability to clearly explain account status, payment expectations, delinquency risks, assistance options, documentation requirements, turnaround times, and next steps.
Ability to work in a fast-paced, metrics-driven call center environment.
Strong attention to detail and ability to accurately document borrower interactions, account activity, payment commitments, and hardship circumstances.
Ability to comply with company policies, investor requirements, regulatory guidelines, and applicable collection practices.

Nice To Haves

Additional education beyond a high school diploma or equivalent.
One year of experience in mortgage servicing, collections, call center operations, loss mitigation, or a related financial services environment.

Responsibilities

Manage collection activities for an assigned loan portfolio, including skip tracing, dialer maintenance, and manual outbound outreach.
Handle inbound and outbound borrower calls to collect payments, resolve inquiries, and provide customer service.
Secure payments and Promise-to-Pay commitments while reducing delinquency progression and account risk.
Communicate delinquency status, potential consequences, and investor requirements to encourage resolution.
Conduct borrower financial assessments, evaluate hardships, document findings, and determine appropriate solutions.
Recommend and discuss repayment plans, forbearance options, loss mitigation programs, and other workout solutions based on eligibility guidelines.
Educate borrowers on assistance programs, required documentation, application timelines, and next steps.
Establish payment arrangements, promote recurring ACH enrollment, and follow up on commitments to maximize payment fulfillment.
Maintain accurate account documentation and ensure compliance with company policies, investor requirements, and regulatory standards.
Meet attendance, quality, productivity, and performance goals while remaining current on servicing, collection, and loss mitigation practices.
Perform other job-related duties as requested by an authorized person.