Early Collections Specialist

United Wholesale Mortgage•Mi Metro, MI

About The Position

The Early Collections Specialist is responsible for contacting borrowers who have recently become delinquent on their mortgage payments (typically 1-59 days past due). This role involves identifying the reason for delinquency, educating customers on payment options, and encouraging timely resolution to prevent further default. The specialist will work within regulatory guidelines and company policies to support both customer retention and loan portfolio performance.

Requirements

High school diploma or equivalent required; associate or bachelor's degree preferred.
1-2 years of experience in collections, customer service, or mortgage servicing.
Familiarity with mortgage loan terms, repayment structures, and default management is a plus.
Strong verbal and written communication skills.
Ability to de-escalate difficult conversations and build rapport with borrowers.
High attention to detail and accuracy in data entry and record-keeping.
Proficient in MS Office (Word, Excel, Outlook); experience with loan servicing software

Nice To Haves

Bilingual (especially Spanish/English) a plus.

Responsibilities

Initiate outbound and respond to inbound calls to borrowers in early stages of delinquency (1-2 months past due).
Engage with borrowers to understand financial hardship and determine root causes of missed payments.
Provide information on repayment options, due dates, and consequences of continued delinquency.
Set up and negotiate repayment plans within company policy guidelines.
Update borrower records with detailed notes of each interaction in the loan servicing system.
Ensure compliance with all federal and state regulations, including FDCPA, RESPA, and CFPB guidelines.
Escalate complex cases or hardship scenarios to Loss Mitigation or appropriate departments.
Meet or exceed individual and team performance goals for call quality, resolution rates, and borrower satisfaction.
Collaborate with internal teams including Customer Service, Loss Mitigation, and Escrow when necessary.

Benefits

Paid Time Off (PTO) after just 30 days
Additional parental and maternity leave benefits after 12 months
Adoption reimbursement program
Paid volunteer hours
Paid training and career development
Medical, dental, vision and life insurance
401k with employer match
Mortgage discount and area business discounts
Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon
Gourmet cafeteria featuring homemade breakfast and lunch
Convenience store featuring healthy grab-and-go snacks
In-house Starbucks and Dunkin
Indoor/outdoor café with Wi-Fi