Collections Specialist

Selene Finance LP; Jacksonville (FL); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Paid Time Off (PTO)

Medical, Dental & Vision

Employee Assistance Program

Flexible Spending Account

Health Savings Account

Paid Holidays

Company paid Life Insurance

Matching 401(k) Plan

Job summary

Selene Holdings, a mortgage servicing and related financial services company, seeks a Collections Specialist to engage borrowers not in active Loss Mitigation who are more than one payment past due. This role operates in a blended call center focusing on collections and initiating loss mitigation when needed, with monitored metrics for call efficiency.

The position requires strong communication skills, attention to detail, and the ability to work in a team environment.

Qualifications

• Must have high attention to detail and multi-tasking abilities.
• Excellent verbal and written communication; able to work in a team.
• Experience in call center or mortgage collections preferred.
• Bi-lingual language is a plus.
• Knowledge of Black Knight MSP is preferred.

Responsibilities

• Manage collections for assigned portfolio with outbound and inbound calls.
• Perform light skip tracing and ensure dialer exclusions are correctly handled.
• Initiate loss mitigation when cash collection is not possible and document rationale.
• Set up One Time Drafts and promote ongoing ACH payments.
• Adhere to daily call schedules and investor requirements; maintain confidentiality.

Skills

Attention to detail

Multi-tasking

Verbal communication

Written communication

Teamwork

Collections orientation

Good judgment

Education

High school diploma or GED

Associate's degree preferred

Tools

Microsoft Office

Black Knight MSP

Job description

Selene Holdings is a multiple-lines business financial services firm with a mortgage servicing company, a loan diligence company, a title company, an insurance brokerage, and a real estate owned company. We have office locations in Dallas, TX, Jacksonville, FL, and Salt Lake City, UT. Founded in 2007 to address needs in the mortgage industry, Selene strives to provide amazing client and borrower experiences. A positive attitude coupled with proven creative thinking and actions are all attributes we seek in every one of our employees. If you want to make a difference, then Selene is the place for you!

Position Summary

The primary point of contact for all borrowers who are not engaged in active Loss Mitigation Workout options but are more than one (1) payment past due. 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. Schedule adherence and performance in service levels that include Average Speed of Answer, Abandonment rate and Handle time are monitored. There may be some investor interaction that will require associates to speak to or document his/her ability to influence favorable outcomes when right party contact is made

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• Collection efforts to assigned portfolio, which also include light skip tracing activities, ensuring there are no dialer exclusions that need to be removed, and making manual outbound calls on loans that can't be included within a team dialer campaign.
• 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.
• Remains current on all Policy & Procedure and investor updates.
• Meets monthly goals as established in the agent scorecard.
• This is not a work from home opportunity

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:

• Excellent attention to detail.
• Ability to multi-task and consistently meet multiple deadlines.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Strong collections orientation with customer service skills.
• Ability to use good judgment.

Education/Experience

High school diploma or general education degree (GED) required.

Associate's degree (A. A.) from two-year College preferred.

Two years' related experience and/or training required.

Call center or related mortgage experience with knowledge of Black Knight products and the various areas of default (e.g. Bankruptcy, Foreclosure, REO, etc.) is preferred. Bi-lingual language is a plus.

Computer Skills

Working knowledge of and experience with Microsoft Office products (Word, Excel, and Outlook). Previous experience with Black Knight (MSP) preferred

Why Selene?

Selene Finance LP is committed to the total wellbeing of its employees and therefore offers one of the best benefits packages available in the industry today, which includes:

Benefits

• Paid Time Off (PTO)
• Medical, Dental &Vision
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Paid Holidays
• Company paid Life Insurance
• Matching 401(k) Plan

The job requirements listed above are representative of the knowledge, skills, and/or abilities required. This job description is not an inclusive list of all duties and responsibilities of this position. Incumbents will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. Selene reserves the right to amend and change responsibilities to meet business and organizational needs. Privacy Policy - Selene (seleneadvantage.com)