Mortgage Collections Supervisor

Position Summary

The Mortgage Collections Supervisor oversees a team of collection specialists responsible for early-stage, mid-stage, or late-stage delinquency management for residential mortgage loans. This role ensures compliant, customer-focused, and performance-driven collection activities aligned with regulatory requirements, investor/insurer guidelines, and internal policies. The supervisor is accountable for operational execution, coaching, reporting, quality assurance, and risk mitigation.

This is a fully remote position. We are looking to fill this position in one of the following states that we have offices in: AR, FL, IA, KS, MI, MO, NE, OK, TN, TX.

• Lead, coach, and develop a team of mortgage collectors to meet productivity, quality, and compliance targets.
• Conduct regular 1:1s, performance reviews, and skills-based coaching sessions.
• Monitor daily queues, workloads, and staffing to ensure service levels and timelines are met.
• Foster a positive culture of accountability, engagement, customer service, and continuous improvement.

• Oversee delinquency outreach, payment negotiation, and hardship assistance discussions.
• Ensure accurate documentation of customer interactions in the servicing system MSP and other applications.
• Manage escalated borrower situations and resolve complex or sensitive cases.
• Support loss mitigation referrals, payment workout plans, and repayment agreements.
• Help construct strategically targeted dialing campaigns to support delinquency management.
• Develop strategic conversation guides for collectors to use when discussing options with customers.

• Ensure adherence to federal and state regulations, including FDCPA, RESPA, TILA, CFPB servicing rules, and investor/insurer requirements (Fannie Mae, Freddie Mac, Ginnie Mae, FHA, VA, and USDA).
• Monitor call quality to ensure compliant communication, disclosures, and call handling.
• Partner with Compliance, QA, and Audit teams to address findings and implement corrective actions.

• Track key delinquency trends, contact rates, cure rates, and borrower behavior changes.
• Prepare and deliver operational reports to management; identify risks and recommend improvements.
• Support goal setting, forecasting, and operational planning.

• 5+ years in mortgage servicing, collections, loss mitigation, or related field.
• 1–2+ years of supervisory or team‑lead experience.
• Working knowledge of mortgage regulation and investor guidelines.
• Strong communication, negotiation, and problem‑solving abilities.
• Experience with mortgage servicing platforms and call center systems.

• Prior experience supervising collections in a regulated financial environment.
• Knowledge of Fair Debt Collection Practices Act (FDCPA) and CFPB rules.
• Data‑driven mindset with experience using dashboards/analytics tools.
• Working knowledge of loss mitigation programs.
• Experience with MSP Servicing system.

• Leadership & Coaching – Develops people, provides feedback, builds accountability.
• Regulatory Awareness – Understands rules governing borrower communication and collections activities.
• Customer Focus – Balances compliance with empathetic borrower engagement.
• Decision‑Making – Uses data and judgment to make sound operational decisions.
• Communication – Clear, professional, and effective verbal and written skills.
• Adaptability – Can adjust to changing regulations, priorities, and loan‑volume dynamics.

Full‑time, remote, onsite or hybrid depending on business needs. May require extended hours during volume spikes or regulatory deadlines. Fast‑paced environment with high attention to detail.