Job Description

Home Retention Customer Service Representative

EEO StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Reports to Collections Supervisor JOB DESCRIPTION


The Collections Specialist is responsible for borrower outreach and early intervention of delinquent accounts.

Essential Functions

  • Collect payments on past due bills
  • Reviewing open accounts for collections efforts
  • Make outbound collections calls in a professional manner while keeping and improving customer relations
  • Utilize computer systems to handle skip tracing
  • Attempt to bring accounts current
  • Inform borrower of overdue account and amount currently owed
  • Ensure all customer contact information is correct
  • Identify issues attributing to account delinquency and discuss with Loss Mitigation agent assigned to the account.
  • Provide timely follow up on payment arrangements
  • Offer guidance or refer customers to debt counselors
  • Follow federal and state laws dealing with debt collection
  • Mail correspondence to encourage payment of delinquent accounts
  • Achieve daily call goals and phone availability
  • Responsible for meeting legal requirements and following internal policies


  • Customer/Client Focus
  • Problem Solving/Analysis
  • Time Management
  • Clear and Concise professional communication
  • Teamwork Orientation
  • Ability to multi-task in fast paced environment
  • Strong organizational skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. Ability to sit for long periods of time is essential.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 11:00 a.m. to 8:00 p.m. and one Saturday per month 8:00 am- 12:00 pm. Overtime may be required as needed.

Education and Experience
      1. Customer service experience, preferred

      2. Knowledge of Microsoft Office, specifically Excel, Word, & Outlook

      3. Prior experience in debt collection preferred

      4. Mortgage banking, preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Associated topics: auto, bilingual, debt, finance, insurance, legal, loss, mortgage loan, payment, revenue

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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