Collections Specialist

Vacatia; Kissimmee (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Vacatia is hiring a Mortgage Collections Specialist in Florida. You will proactively contact owners about past-due mortgage payments, negotiate payment plans, and collaborate across teams to resolve issues while maintaining empathy and compliance.

Portuguese-speaking candidates and call center experience are highly valued as Vacatia expands its owner support capabilities. Join a team that blends hospitality and technology to deliver exceptional experiences for owners, focusing on financial

Qualifications

• 2+ years of experience in collections, mortgage servicing, customer service, or call center environments.
• Experience working with auto-dialer or high-volume call systems preferred.
• Strong negotiation, communication, and problem-solving skills.
• Customer-first mindset with the ability to handle challenging conversations professionally.
• Excellent organization and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in mortgage, hospitality, real estate, or vacation ownership industries is a plus.

Responsibilities

• Proactively contact owners regarding past-due mortgage payments using phone, auto-dialer systems, email, and written communication
• Manage delinquent accounts and drive timely resolution strategies
• Negotiate payment arrangements aligned with company guidelines and owner circumstances
• Educate owners on account status, payment options, and next steps
• Maintain accurate records of collection activity and account updates
• Partner with mortgage servicing, finance, and customer service teams to resolve discrepancies
• Escalate high-risk accounts when appropriate
• Deliver professional, empathetic service during sensitive financial conversations
• Support continuous improvement efforts across collections operations

Skills

Collections

Mortgage servicing

Customer service

Call center experience

Negotiation

Communication skills

Problem-solving

Organization

Multitasking

Industry knowledge (mortgage/hospitali

Tools

Auto-dialer systems

Job description

Are you ready for new challenges and new opportunities?

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Help Owners Find Financial Solutions While Delivering Exceptional Experiences

Location : Fort Lauderdale, FL or Maitland, FL

About Vacatia

Vacatia is reinventing the vacation ownership and rental experience by combining hospitality, technology, and design to create smarter, more connected travel experiences. We deliver exceptional stays for guests and meaningful value for owners through innovation, operational excellence, and a people-first culture.

Our teams are passionate about creating solutions that strengthen relationships, improve financial outcomes, and support long-term owner satisfaction. At Vacatia, every role contributes to elevating the ownership journey.

As a Mortgage Collections Specialist, you will play a critical role in supporting owners facing financial challenges while helping maintain Vacatia’s financial strength. This role combines collections expertise with customer empathy balancing performance goals with meaningful conversations that help owners stay informed, supported, and confident in their path forward.

You will proactively manage delinquent mortgage accounts, negotiate payment solutions, and partner across teams to deliver respectful, compliant, and effective resolution strategies. Portuguese-speaking candidates and call center experience are highly valued as we continue expanding our owner support capabilities.

Why You’ll Love Working at Vacatia

• Build the Future: Help shape a modern approach to mortgage servicing and owner support within a fast-growing hospitality and travel company.
• Impact That Matters: Your work directly helps owners navigate financial challenges while protecting Vacatia’s long-term success.
• Innovation at Scale: Be part of a team improving processes, technology, and service experiences across a national portfolio.
• Autonomy and Ownership: Manage your portfolio independently while contributing ideas that improve performance and outcomes.
• Culture of Growth: Work alongside collaborative teams that value accountability, learning, and professional development.

Your Impact

• Proactively contact owners regarding past-due mortgage payments using phone, auto-dialer systems, email, and written communication
• Manage delinquent accounts and drive timely resolution strategies
• Negotiate payment arrangements aligned with company guidelines and owner circumstances
• Educate owners on account status, payment options, and next steps
• Maintain accurate records of collection activity and account updates
• Partner with mortgage servicing, finance, and customer service teams to resolve discrepancies
• Escalate high-risk accounts when appropriate
• Deliver professional, empathetic service during sensitive financial conversations
• Support continuous improvement efforts across collections operations

What You Bring

• 2+ years of experience in collections, mortgage servicing, customer service, or call center environments
• Experience working with auto-dialer or high-volume call systems preferred
• Strong negotiation, communication, and problem-solving skills
• Customer-first mindset with the ability to handle challenging conversations professionally
• Excellent organization and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Experience in mortgage, hospitality, real estate, or vacation ownership industries is a plus

Join Us

At Vacatia, we believe great experiences begin with great people. If you’re passionate about helping others, solving problems, and making a meaningful impact while growing your career in a collaborative and innovative environment, we invite you to join us.