Collections Specialist
Dallas, TX
On-Site
Compensation: $22-23/hr

ABOUT THE ROLE

Our client is seeking a Collections and Loss Mitigation Specialist to join their on-site team in Dallas, TX. In this role, you will serve as the primary point of contact for borrowers who are more than one payment past due and not currently engaged in loss mitigation 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, handling both inbound and outbound calls (manual and dialer), and offering short-term resolution options. Additional responsibilities include providing information on assistance programs, performing basic financial analysis to assess borrower hardship, and documenting findings accurately. This position requires strict adherence to daily call and attendance schedules, meeting performance metrics such as Average Speed of Answer, Abandonment Rate, and Handle Time, and occasionally interacting with investors to influence favorable outcomes. The ideal candidate will demonstrate strong communication skills, attention to detail, and the ability to work effectively in a team environment. Familiarity with mortgage default processes and bi-lingual language skills are considered a plus. This is an on-site position with no work-from-home option.

WHAT YOU'LL DO

• Serve as the primary point of contact for borrowers more than one payment past due and not in active loss mitigation workout options
• Conduct collection efforts on assigned borrower portfolio, including light skip tracing, addressing dialer exclusions, 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, including metrics such as Average Speed of Answer, Abandonment Rate, and Handle Time
• Occasionally interact with investors and document ability to influence favorable outcomes when right party contact is made
• Perform other duties as assigned

WHAT YOU BRING

• 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
• Ability to perform light skip tracing and handle both inbound and outbound calls (manual and dialer)
• Ability to perform cursory financial analysis and document findings accurately
• Ability to adhere to daily call and attendance schedules and meet performance metrics
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions