Collection Counselor l - Remote

fcd47a55-549b-413b-a4e7-c18e32d48625; Oregon; Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Wellness

Flexible Spending Account

Employee Assistance Program

401(K) Plan with company match

Paid Vacation, Sick, Personal and Hol?

Overtime as required

Job summary

Dovenmuehle Mortgage, Inc. is seeking a Collections Counselor I for a remote position in the United States. This full-time, non-exempt role focuses on delinquent accounts and borrower outreach to arrange repayment plans and loan modifications when appropriate.

You will rely on strong communication, call-center experience, and knowledge of loan servicing systems to support compliant collections strategies and meet monthly targets.

Qualifications

• High School diploma or equivalent required.
• 1-2 years collection experience or customer service experience.
• Analytical and problem-solving skills with attention to detail.
• Effective communication with internal and external audiences.
• Ability to negotiate and show empathy to obtain resolutions.
• Ability to explain financial matters and modifications clearly.
• Bilingual in Spanish preferred (certification may be required).

Responsibilities

• Handle high volume inbound/outbound calls from delinquent borrowers.
• Demonstrate effort to collect full amounts due or arrange repayment plans.
• Counsel borrowers on options and hardship measures per procedures.
• Discuss financial status and determine causes of non-payment.
• Provide Loss Mitigation guidance and explain processes.
• Adhere to FDCPA, regulatory, and company policies.
• Maintain mortgage collection records and communications in systems.
• Process mortgage payments per guidelines and meet monthly goals.
• Complete annual regulatory compliance training.

Skills

PC skills

Microsoft applications

loan servicing platforms

collections experience

customer service experience

analytical thinking

problem solving

attention to detail

communication skills

negotiation skills

explain financial matters

Bilingual in Spanish

Education

High School diploma or equivalent

Tools

loan servicing software/systems

call center tooling

Job description

Collections Counselor I

Full time; Non-Exempt 37.5 hours/week; Overtime as required.

Location; Remote US

Dovenmuehle Mortgage, Inc. ("Dovenmuehle") is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description

Point of contact for delinquent accounts for collections activities.

Essential Functions and Duties

• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers.
• Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate.
• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
• Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
• Follow all company and department policies and procedures.
• Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices.
• Maintain and document mortgage collection systems and databases with all activities and communications.
• Process mortgage loan payments in accordance with established guidelines.
• Consistently meet or exceed monthly goals.
• Successfully complete annual regulatory compliance training.
• Additional duties as assigned.

Required Qualifications

• High School diploma or equivalent.
• Solid PC skills: Microsoft applications and loan servicing platforms.
• 1-2 years collection experience/customer service experience.
• Analytical and problem-solving skills and attention to detail.
• Effective communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.
• Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions.
• Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.

Preferred/Other Qualifications

• Knowledge of loan servicing software/systems.
• Collection experience.
• Call center experience.
• Bilingual in Spanish - must pass bilingual certification.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.
The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.
The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.
In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.