Mortgage Collection Recovery Sr Specialist

Citizens • Irving, TX

4h • Hybrid

About The Position

As the Collection Recovery Senior Specialist at Citizens, you will engage with customers through various calls, providing high-quality solutions and assisting them through financial hardship by offering a wide array of assistance and options. This role requires extensive training and knowledge in advanced techniques and tools, including AI, to deliver realistic and helpful customer experiences. You will operate with limited supervision, support junior staff and peers in their development, and contribute to improving strategic and tactical collection and recovery metrics. You may also undertake special projects or initiatives leveraging your experience.

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

• 2-3 years 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

• Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Completes any and all file/system maintenance required in accordance with policy in order to signify an account is currently engaged in a specialized form of collections.
• Understands, adheres to and abides by any and all laws, regulations, and bank policy regarding specialty collections.
• Assists junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
• May be expected to perform special projects or initiatives that leverage colleague experience, as directed by management and senior management.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees