Collections Specialist (I-O)

Selene Finance LP; United States; On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

PTO

Medical/Dental/Vision

Employee Assistance

FSA

HSA

Paid Holidays

Life Insurance

401(k) Matching

Job summary

Selene Finance LP is seeking a Collections Specialist to manage activities for an assigned loan portfolio, including skip tracing, dialer maintenance, and outbound outreach. You will handle borrower calls to collect payments and provide customer service while ensuring compliance with policies and investor requirements.

In this role you will assess hardship, discuss repayment options, establish payment arrangements, and document account activity with attention to accuracy and timely resolution.

Qualifications

• High school diploma or equivalent required; additional education preferred.
• One year of mortgage servicing or collections experience preferred.
• Understanding of delinquency, payment resolution, and customer service best practices.
• Ability to discuss sensitive financial situations professionally and empathetically.
• Strong verbal and written communication to explain account status and steps.
• Ability to work in a fast-paced, metrics-driven call center.
• Detail-oriented with accurate documentation of borrower interactions and obligations.

Responsibilities

• Manage collection activities for an assigned loan portfolio, including skip tracing, dialer maintenance, and outbound outreach.
• Handle inbound and outbound borrower calls to collect payments and provide exceptional customer service.
• Secure payments and Promise-to-Pay commitments while reducing delinquency progression and account risk.
• Communicate delinquency status, potential consequences, and investor requirements to create urgency and drive resolution.
• Conduct borrower financial assessments to evaluate hardships and determine appropriate solutions.
• Recommend repayment plans, forbearance options, loss mitigation programs, and other workout solutions based on eligibility.
• Educate borrowers on assistance programs, required documentation, timelines, and next steps.
• Establish payment arrangements, promote ACH enrollment, and follow up on commitments.
• Maintain accurate account documentation and ensure compliance with policies and regulations.
• Meet attendance, quality, productivity, and performance goals while staying current on servicing practices.

Skills

Communication skills

Phone etiquette

Problem solving

Attention to detail

Empathy

Verbal communication

Written communication

Education

High school diploma or equivalent

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!

Key Responsibilities

• Manage collection activities for an assigned loan portfolio, including skip tracing, dialer maintenance, and manual outbound outreach.
• Handle inbound and outbound borrower calls to collect payments, resolve inquiries, and provide exceptional customer service.
• Secure payments and Promise-to-Pay commitments while reducing delinquency progression and account risk.
• Communicate delinquency status, potential consequences, and investor requirements to create urgency and drive resolution.
• Conduct borrower financial assessments to evaluate hardships, document findings, and determine appropriate solutions.
• Recommend and discuss repayment plans, forbearance options, loss mitigation programs, and other workout solutions based on eligibility guidelines.
• Educate borrowers on assistance programs, required documentation, application timelines, and next steps throughout the resolution process.
• Establish payment arrangements, promote recurring ACH enrollment, and follow up on commitments to maximize payment fulfillment.
• Maintain accurate account documentation and ensure compliance with company policies, investor requirements, and regulatory standards.
• Meet attendance, quality, productivity, and performance goals while remaining current on servicing, collection, and loss mitigation practices.

Required Qualifications

• High school diploma or equivalent required; additional education preferred.
• One year of experience in mortgage servicing, collections, call center operations, loss mitigation, or a related financial services environment preferred.
• Understanding of borrower delinquency, payment resolution, and customer service best practices.
• Ability to discuss sensitive financial situations with professionalism, empathy, and confidence.
• Strong verbal and written communication skills, including the ability to clearly explain account status, payment expectations, delinquency risks, assistance options, documentation requirements, turnaround times, and next steps.
• Ability to work in a fast-paced, metrics-driven call center environment.
• Strong attention to detail and ability to accurately document borrower interactions, account activity, payment commitments, and hardship circumstances.
• Ability to remain compliant with company policies, investor requirements, regulatory guidelines, and applicable collection practices.

Why Selene?

Benefits

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:

• 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.

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