Consumer Counselor- Mortgage Collections

Citizens Financial Group•Irving, TX

6d•Hybrid

About The Position

Are you looking to jumpstart your career in banking? Do you enjoy helping customers navigate financial challenges while making a tangible impact? Are you energized by fast-paced, ever-changing environments? If so, our Consumer Counselor – Mortgage Collections role may be the perfect fit for you! At Citizens, we believe our colleagues are our greatest asset. That’s why we are committed to fostering an engaged and supportive workforce. We’re looking for motivated individuals with a positive attitude, strong problem-solving skills, and a passion for helping others. Our Consumer Counselors receive comprehensive training and ongoing support to grow their careers while making a lasting impact.

Requirements

Strong oral communication, counseling, and persuasion skills.
Excellent data entry and typing skills.
Aptitude for math and problem-solving.
Familiarity with digital phone systems.
Ability to make independent decisions and exercise sound judgment.
Strong organizational skills and ability to perform in a production-driven environment.
Flexibility to adapt to evolving business needs with a positive attitude.

Nice To Haves

Prior experience in mortgage collections or loss mitigation.
Knowledge of Fair Debt Collection Practices and mortgage regulations.
Experience with MSP/Black Knight systems.
Proficiency in Microsoft Excel and Word.

Responsibilities

Review account status, provide updates to customers, and request additional information as needed during inbound and outbound calls.
Collect payments on predefined accounts through problem resolution, servicing, and negotiation techniques.
Evaluate customer financials to determine best resolution based on their capabilities.
Professionally negotiate payments across all levels of delinquency within one line of business.
Ensure compliance with policies, procedures, and regulatory requirements regarding customer information and security.
Accurately document actions and maintain operational reporting standards.
Meet operational goals, quality metrics, and productivity benchmarks.
Adhere to schedules and maintain consistent communication with customers and colleagues.