Consumer Counselor- Mortgage Collections

Citizens Bank; Irving (TX); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Competitive Salary

Medical & Dental

PTO & Holidays

401(k) Matching

Employee Discounts

Job summary

Citizens Bank is hiring a Consumer Counselor – Mortgage Collections to assist customers facing financial hardship and to negotiate repayment plans. The role emphasizes a customer-centric approach, problem-solving, and adherence to regulatory requirements.

Training, collaboration, and growth opportunities are highlighted as part of an supportive team environment. The position supports 9am–6pm style shifts with hybrid work: on-site several days and remote part-time, depending on business needs.

Qualifications

• Strong communication and customer-service skills.
• Ability to enter data accurately and type efficiently.
• Solid math and problem-solving abilities.
• Familiarity with digital phone systems and basic software.
• Ability to work independently and stay organized.

Responsibilities

• Review accounts and request information during calls.
• Collect payments and negotiate resolutions.
• Evaluate finances to determine best solutions.
• Negotiate payments across delinquency levels within one line of business.
• Ensure compliance with policies and security requirements.
• Document actions and meet reporting standards.
• Hit productivity and quality targets and maintain schedules.

Skills

Oral communication

Data entry

Typing

Math skills

Problem-solving

Phone systems

Decision making

Organization

Adaptability

Tools

MS Excel

MS Word

Job description

Description

Are you looking to jumpstart your career in banking? Do you enjoy helping customers navigate financial challenges while making a tangible impact? Are you energized by fast-paced, ever-changing environments? If so, our Consumer Counselor – Mortgage Collections role may be the perfect fit for you!

At Citizens, we believe our colleagues are our greatest asset. That’s why we are committed to fostering an engaged and supportive workforce. We’re looking for motivated individuals with a positive attitude, strong problem-solving skills, and a passion for helping others. Our Consumer Counselors receive comprehensive training and ongoing support to grow their careers while making a lasting impact.

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What You Can Expect in This Role:

Customer-Centric Approach: Field a variety of customer calls with passion and deliver high-quality solutions to assist customers facing financial hardship.

Problem-Solving Focus: Offer a wide range of assistance options to meet each customer’s needs and provide suitable repayment solutions.

Extensive Training: Benefit from cutting-edge tools, including advanced AI simulations, to prepare for real-world scenarios.

Dedicated Support: Work closely with leaders and peers who are committed to helping you succeed.

Collaborative Culture: Join a team that values teamwork, growth, and career development.

Job Satisfaction: Take pride in producing high-quality work that makes a difference.

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Key Responsibilities:

Review account status, provide updates to customers, and request additional information as needed during inbound and outbound calls.

Collect payments on predefined accounts through problem resolution, servicing, and negotiation techniques.

Evaluate customer financials to determine best resolution based on their capabilities.

Professionally negotiate payments across all levels of delinquency within one line of business.

Ensure compliance with policies, procedures, and regulatory requirements regarding customer information and security.

Accurately document actions and maintain operational reporting standards.

Meet operational goals, quality metrics, and productivity benchmarks.

Adhere to schedules and maintain consistent communication with customers and colleagues.

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What Makes a Successful Consumer Counselor?

The positive energy and confidence you bring each day will help you build trust with customers and identify suitable repayment solutions. Success in this role requires meeting service and quality standards while maintaining open, professional communication with customers and colleagues.

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Basic Qualifications:

Strong oral communication, counseling, and persuasion skills.

Excellent data entry and typing skills.

Aptitude for math and problem-solving.

Familiarity with digital phone systems.

Ability to make independent decisions and exercise sound judgment.

Strong organizational skills and ability to perform in a production-driven environment.

Flexibility to adapt to evolving business needs with a positive attitude.

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Preferred Qualifications:

Prior experience in mortgage collections or loss mitigation.

Knowledge of Fair Debt Collection Practices and mortgage regulations.

Experience with MSP/Black Knight systems.

Proficiency in Microsoft Excel and Word.

What We Offer:

Competitive Salary

Exceptional Benefits Package: Medical, dental, and generous paid time off.

Career Growth Opportunities: Build a career with a company that values internal mobility and development.

401(k) Plan with Corporate Match & Employee Stock Purchase Program

Exclusive Employee Discounts: Special offers on Citizens Bank products and services.

Citizens is an Equal Opportunity Employer.

Hours/Work Schedule

• Looking for 9am-6pm, 9:30am-6:30pm and 10am-7pm, Central Standard Time
• Hybrid: 3 days on-site, 2 days remote

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Citizens is an Equal Opportunity Employer.