Consumer Counselor - Mortgage Collections

Citizens•Irving, TX

4d•Hybrid

About The Position

This Consumer Counselor – Mortgage Collections role at Citizens Bank is designed for individuals looking to start a career in banking, enjoy helping customers with financial challenges, and thrive in fast-paced environments. Citizens Bank is committed to fostering an engaged and supportive workforce, seeking motivated individuals with a positive attitude, strong problem-solving skills, and a passion for helping others. The role offers comprehensive training and ongoing support for career growth and making a lasting impact. The position involves a customer-centric approach, a problem-solving focus, extensive training with advanced AI simulations, dedicated support from leaders and peers, a collaborative culture valuing teamwork and development, and job satisfaction from producing high-quality, impactful work.

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.