Collections Representative

Onsite: Fully onsite, no opportunity for hybrid/remote

Schedule: Mon-Thurs 11am-8pm, Fri 8am-5pm (1 rotating Saturday half shift every month)

Contract: 6-month contract-to-hire

Pay: $22-23/hr (plus bonus opportunities)

Calculated Hire is in search of a Collections Representative for our Fortune 100 Financial Services client.

Position Summary: Act as the primary point of contact for borrowers who are over one payment past due and not engaged in active loss mitigation work. Works in a blended call center environment with an emphasis on collections and loss mitigation initiation when customers are unable to make their monthly mortgage payments. Adhere to performance metrics like Average Speed of Answer, Abandonment rate, and Handle time.

Occasionally interact with investors to document or influence favorable outcomes.

Essential Duties and Responsibilities:

• Collection efforts for an assigned portfolio that includes light skip tracing activities, ensuring no dialer exclusions need removal, and making manual outbound calls for loans that can't be included in team dialer campaigns.
• Inbound calls to perform collections and some customer service activities, while working in a blended call center environment.
• Outbound calls for cash collection purposes and to initiate loss mitigation when cash collection is not possible.
• Performs cursory financial analysis to determine the legitimacy and length of any perceived hardship the borrower is experiencing, which must be well documented.
• Offers short term resolution options via repay and forbearance plans.
• Provides information on all available assistance programs to borrowers experiencing financial hardships.
• Sets up One Time Drafts payments, encourage ongoing ACH payments, and follow up on promise to pays, while maintaining confidentiality.
• Adheres to all daily call and attendance schedules while continuing to meet investor requirements for each loan type.
• Meets monthly goals as established in the agent scorecard.
• Ability to perform basic arithmetic operations and interpret data using whole numbers, fractions, and decimals.
• Other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The qualified candidate must have:

• 1 year of collections experience (preferably in mortgage operations)
• Experience with Black Knight (MSP) and/or Sagent
• Experience in default areas (bankruptcy, foreclosure, REO, etc.)
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Strong collections orientation with customer service skills.