Sr Escalation Collections Specialist

About This Role

This role involves providing exceptional customer support through incoming and outgoing calls, resolving customer issues, and offering accurate, timely information. The specialist handles complex calls, supports lower-level employees, and ensures compliance with company policies and regulations.

Responsibilities

• Deliver accurate and timely information to callers in a courteous and professional manner
• Achieve first-call resolution for customer issues in compliance with applicable regulations
• Refer more complex or complicated calls to qualified team members
• Perform necessary steps for call resolution, including task setup, email, or phone contact with supporting departments
• Track, follow-up, and complete customer callbacks to ensure inquiry resolution
• Collect payments whenever appropriate
• Document call details in the mortgage servicing system
• Research and resolve a wide variety of customer questions/issues
• Resolve and/or address complex customer problems or questions

Requirements

• 2-3 years' customer service/call center experience in a high-volume telephone contact environment
• 3 years or more Mortgage Loan Servicing industry experience
• Knowledge of Fair Debt Collection Practices Act
• Strong negotiation skills
• Ability to understand moderately complex problems and collaborate on solutions
• Ability to make decisions with moderate impact on the immediate work unit

Qualifications

• High school diploma or equivalent work experience
• 2-3 years customer service/call center experience in a high-volume telephone contact environment and 3+ years Mortgage Loan Servicing industry experience

Nice to Have

• Knowledge of relevant and industry-specific computer software packages

Skills

* Required skills

Benefits