Collections Specialist

About This Role

This fully remote Collections Specialist role involves managing early-stage delinquent accounts for a growing financial services company. The specialist will contact borrowers to collect outstanding payments, negotiate payment arrangements, and maintain accurate records of all collection activities. The position suits a detail-oriented and results-driven individual with strong communication and negotiation skills.

Responsibilities

• Conduct a high volume of outbound calls to borrowers with early-stage delinquent accounts to collect outstanding payments and resolve past-due balances
• Identify the reasons for non-payment and work with borrowers to establish payment arrangements and secure timely resolution of outstanding balances
• Maintain accurate, detailed, and up-to-date records of collection activities, borrower communications, and payment commitments in the designated collection system
• Ensure compliance with applicable federal and state collection laws, including the Fair Debt Collection Practices Act (FDCPA), as well as company policies and established procedures
• Prepare and send Notices of Default (NODs) when required
• Send letters and follow-up communications to customers with pending post-dated payments
• Conduct skip tracing using available online resources to locate borrowers or obtain updated contact information when necessary
• Process mortgage payments in accordance with established guidelines and internal procedures
• Apply effective communication and negotiation strategies to resolve delinquent accounts while maintaining a professional, respectful, and customer-focused approach
• Consistently meet or exceed monthly collection targets, productivity expectations, and other performance metrics
• Coordinate with the Collections Supervisor, Collections Director, and relevant team members regarding account status, escalations, and collection strategies
• Prioritize multiple accounts and tasks efficiently while meeting deadlines and adapting to changing business needs
• Follow all company and departmental policies, procedures, and established best practices
• Perform additional duties as assigned by the supervisor

Requirements

• Strong English proficiency, with excellent verbal and written communication skills
• At least one year of experience in telephone-based customer service, collections, or a similar customer-facing role
• Knowledge of billing and collection procedures, including an understanding of the FDCPA and applicable federal and state regulations
• Excellent telephone communication and negotiation skills, with the ability to communicate confidently and professionally with customers
• Ability to negotiate payment arrangements, address objections, demonstrate appropriate assertiveness, and work toward favorable collection outcomes