Job Description

Collections Specialist

Onsite: Coppell, TX (5 days/week)

Schedule: 8 hour schedule between 8am-8pm (1 rotating Saturday half shift every month)

Pay: $22-23/hr

Calculated Hire is in search of a Collections Specialist for our Fortune 100 Financial Services client.

Position Summary: The primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options but are more than one (1) payment past due. Works in a blended call center environment with an emphasis on collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Schedule adherence and performance in service levels that include Average Speed of Answer, Abandonment rate and Handle time are monitored. There may be some investor interaction that will require associates to speak to or document his/her ability to influence favorable outcomes when right party contact is made.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

• Collection efforts to assigned portfolio, which also include light skip tracing activities, ensuring there are no dialer exclusions that need to be removed, and making manual outbound calls on loans that can’t be included within a team dialer campaign.
• Inbound calls to perform collections and some customer service activities, while working in a blended call center environment.
• Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible.
• Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented.
• Offers short term resolution options via repay and forbearance plans.
• Provides information on all available assistance programs to borrowers experiencing financial hardships.
• Sets up One Time Drafts payments, encourage ongoing ACH payments, and follow up on promise to pays, while maintaining confidentiality.
• Adheres to all daily call and attendance schedules while continuing to meet investor requirements for each loan type.
• Meets monthly goals as established in the agent scorecard.
• Ability to perform basic arithmetic operations and interpret data using whole numbers, fractions, and decimals.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

• 1 year of collections experience (preferably in mortgage operations)
• Experience with Black Knight (MSP) and/or Sagent
• Experience in default areas (bankruptcy, foreclosure, REO, etc.)
• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong collections orientation with customer service skills.
• Ability to use good judgment.
• High school diploma or GED equivalent

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