Consumer Counselor- Mortgage Collections

Citizens•Irving, TX

3d•Hybrid

About The Position

Citizens is seeking a Consumer Counselor for its Mortgage Collections team. The role involves helping customers experiencing financial hardship by reviewing account status, gathering information, identifying suitable repayment options, and collecting payments through problem resolution, servicing, and negotiation. Counselors receive comprehensive training and ongoing support, including training with AI simulations, and work collaboratively with leaders and peers. The position requires meeting service, quality, productivity, and operational standards while communicating professionally with customers and colleagues. The role follows one of three listed schedules: 9:00 a.m.–6:00 p.m., 9:30 a.m.–6:30 p.m., or 10:00 a.m.–7:00 p.m. Central Standard Time. It is hybrid, with two days onsite and three days remote after successful progression in the role; training and onboarding begin fully onsite.

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 customer updates, 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 identify the best resolution 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.