Collections Specialist

About This Role

Caring for owners facing financial challenges is the core of this Collections Specialist role, which also helps maintain Vacatia's financial strength. The role combines collections expertise with customer empathy, balancing performance goals with meaningful conversations that help owners stay informed, supported, and confident in their path forward.

Responsibilities

• Proactively contact owners regarding past-due mortgage payments using phone, auto-dialer systems, email, and written communication
• Manage delinquent accounts and drive timely resolution strategies
• Negotiate payment arrangements aligned with company guidelines and owner circumstances
• Educate owners on account status, payment options, and next steps
• Maintain accurate records of collection activity and account updates
• Partner with mortgage servicing, finance, and customer service teams to resolve discrepancies
• Escalate high-risk accounts when appropriate
• Deliver professional, empathetic service during sensitive financial conversations
• Support continuous improvement efforts across collections operations

Requirements

• 2+ years of experience in collections, mortgage servicing, customer service, or call center environments
• Bilingual required; Portuguese speaking
• Experience working with auto-dialer or high-volume call systems preferred
• Strong negotiation, communication, and problem-solving skills
• Customer-first mindset with the ability to handle challenging conversations professionally
• Excellent organization and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Experience in mortgage, hospitality, real estate, or vacation ownership industries is a plus

Benefits

• Help shape a modern approach to mortgage servicing and owner support within a fast-growing hospitality and travel company
• Directly help owners navigate financial challenges while protecting Vacatia’s long-term success
• Be part of a team improving processes, technology, and service experiences across a national portfolio
• Manage your portfolio independently while contributing ideas that improve performance and outcomes
• Work alongside collaborative teams that value accountability, learning, and professional development

About the Company

Vacatia is reinventing the vacation ownership and rental experience by combining hospitality, technology, and design to create smarter, more connected travel experiences. The company delivers exceptional stays for guests and meaningful value for owners through innovation, operational excellence, and a people-first culture. Its teams are passionate about creating solutions that strengthen relationships, improve financial outcomes, and support long-term owner satisfaction.