Collections Specialist

Bayview Asset Management•Coral Gables, FL

12d•Onsite

About The Position

The Collections Specialist is responsible for managing a portfolio of consumer loan accounts and engaging directly with borrowers to resolve delinquent balances. This role focuses on proactive borrower outreach, negotiating repayment solutions, and ensuring customers understand their loan obligations. The position involves high-volume inbound and outbound communication, requiring strong negotiation, problem-solving, and customer service skills. The Collections Specialist is expected to follow all company policies and regulatory requirements while working to minimize delinquency and loan losses through effective borrower engagement and timely resolution of outstanding balances.

Requirements

Strong verbal and written communication and negotiation skills
Ability to work effectively with customers in sensitive financial situations with professionalism and empathy
Solid problem-solving skills with the ability to identify practical repayment solutions
Ability to multitask in a fast-paced, high-volume call environment
Proficiency in Microsoft Office (Word, Excel)
Experience with loan servicing or collections systems preferred
Strong attention to detail and ability to handle confidential information responsibly
Self-motivated and goal-oriented with a focus on achieving performance targets
High School Diploma or GED required
Prior experience in collections, customer service, call center operations, or financial services preferred

Responsibilities

Manage a portfolio of delinquent consumer loan accounts and perform high-volume inbound and outbound borrower outreach
Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances
Negotiate repayment plans, settlements, and payment arrangements in accordance with company guidelines and loss mitigation strategies
Review account histories and borrower financial information to determine appropriate collection strategies
Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status
Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems
Assist borrowers experiencing financial hardship by identifying compliant repayment solutions
Handle customer inquiries, disputes, and escalated concerns in a professional and timely manner
Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices
Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards
Collaborate with team members and management to resolve complex accounts and improve recovery outcomes
Perform additional duties as assigned