Consumer Counselor- Mortgage Collections

Citizens Financial Group•Irving, TX

2d•Hybrid

About The Position

Citizens Bank is seeking a Consumer Counselor for its Mortgage Collections team. The role involves assisting customers experiencing financial hardship by providing high-quality support, assessing their circumstances, and identifying suitable repayment solutions. The position includes comprehensive training, ongoing support, and opportunities for career development. Employees begin fully onsite during training and onboarding and may become eligible for a hybrid schedule after successfully progressing in the role.

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, update customers, and request additional information during inbound and outbound calls.
Collect payments on predefined accounts using problem resolution, servicing, and negotiation techniques.
Evaluate customer financial information to determine suitable resolutions based on their capabilities.
Negotiate payments across all levels of delinquency within one line of business.
Comply with policies, procedures, and regulatory requirements related to 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.