Consumer Counselor- Mortgage Collections

Citizens; Irving (TX); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical and dental benefits

Generous paid time off

Career growth opportunities

401(k) plan with corporate match

Employee stock purchase program

Exclusive employee discounts

Job summary

Citizens is seeking a Consumer Counselor – Mortgage Collections in Texas. The role focuses on helping customers navigate financial hardship with a customer-centric approach and a strong problem-solving mindset.

You will receive extensive training and work within a collaborative team to negotiate repayment solutions while maintaining compliance and quality. The position offers a hybrid work model (3 days on-site, 2 days remote) and opportunities for growth in a supportive environment committed to

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.

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.

Skills

Oral communication

Counseling

Persuasion

Data entry

Typing

Math problem solving

Phone systems

Independent decision making

Organizational skills

Adaptability

Tools

MSP/Black Knight

Excel

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.

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.

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.

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.

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.

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

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.