Collections Specialist

Dallas, TX

On-Site

As a Collections and Loss Mitigation Specialist, you will serve as the primary point of contact for borrowers who are more than one payment past due and not engaged in active loss mitigation workout options. Operating within a blended call center environment, you will focus on collections, initiating loss mitigation, and providing customer service to borrowers experiencing financial hardship. You will be responsible for conducting collection efforts, performing light skip tracing, making manual and dialer outbound calls, offering short-term resolution options, and providing information on assistance programs. Schedule adherence and performance metrics such as Average Speed of Answer, Abandonment Rate, and Handle Time are monitored. Occasional investor interaction may be required, including documenting your ability to influence favorable outcomes when right party contact is made. This is an on-site position with no work-from-home option.

MINIMUM QUALIFICATIONS

• High school diploma or GED required; Associate's degree from a two-year college preferred
• Minimum two years of related experience and/or training, preferably in call center or mortgage default areas
• Excellent attention to detail and ability to multi-task while consistently meeting multiple deadlines
• Strong verbal and written communication skills with a customer service and collections orientation
• Ability to work effectively in a team environment and use good judgment
• Familiarity with Black Knight products and default processes (e.g., Bankruptcy, Foreclosure, REO) preferred
• Bi-lingual language skills considered a plus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

RESPONSIBILITIES

• Serve as the primary point of contact for borrowers who are more than one payment past due and not engaged in active loss mitigation workout options
• Conduct collection efforts on assigned borrower portfolio, including light skip tracing activities, ensuring dialer exclusions are addressed, and making manual outbound calls on loans not included in dialer campaigns
• Handle inbound and outbound calls in a blended call center environment for collections and customer service activities
• Initiate loss mitigation processes when cash collection is not possible and provide information on all available assistance programs to borrowers experiencing financial hardship
• Perform cursory financial analysis to assess the legitimacy and duration of borrower hardship and document findings accurately
• Offer short-term resolution options such as repayment and forbearance plans to borrowers
• Set up One Time Draft payments, encourage ongoing ACH payments, and follow up on payment promises while maintaining confidentiality
• Adhere to daily call and attendance schedules and meet investor requirements for each loan type
• Remain current on all policy, procedure, and investor updates relevant to the role
• Meet or exceed monthly performance goals as established in the agent scorecard
• Occasionally interact with investors and document ability to influence favorable outcomes when right party contact is made
• Perform other duties as assigned