Customer Contact

BSI Financial Services; Irving (TX); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical benefits

Life insurance

401K with company matching

PTO 17 days

9 holidays

Job summary

BSI Financial Services is seeking a Customer Contact Specialist to recover payments on delinquent accounts (1–90 days) and provide a positive experience for customers with inbound inquiries. You will review account activity, ask questions to assess payment ability, and document conversations.

You’ll stay up to date with FDCPA and mortgage industry regulations to ensure compliant handling of all interactions. The role requires multitasking, accurate typing, and professional communication.

Qualifications

• High school diploma or equivalent is required.
• Proficiency with Microsoft Office and Google applications.
• Experience in customer service, debt collection, mortgage banking, or telecommunications is preferred.
• Prior debt collection experience is preferred.
• Knowledge of applicable debt collection laws and FDCPA is preferred.

Responsibilities

• Make outbound collections calls professionally to recover payments.
• Handle inbound customer service calls with courteous, solution-focused communication.
• Verify and document account details, balances, and escrow changes.
• Offer payment options (phone, web, ACH) and arrange feasible plans.
• Identify financial hardship and guide appropriate repayment actions.
• Negotiate payment plans and follow up on arrangements.
• Respond to emails promptly and maintain professional tone.
• Maintain records of contacts and conversations in the required systems.
• Ensure compliance with laws and internal policies.

Skills

Active listening

Problem solving

Time management

Clear communication

Phone etiquette

Negotiation

Patience

Stress management

FDCPA knowledge

Teamwork

Adaptability

Education

High school diploma or equivalent

Tools

Microsoft Office

Google applications

Job description

Brief Description

We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days, as well as ensuring the customers have a positive experience with inbound inquiries. The Customer Contact Specialist will review accounts for recent activity and changes, ask probing questions to establish the customer's ability to pay the debt, and take steps to resolve the matter. The Customer Contact Specialist will need to apply their communications skills to multitask by typing notes simultaneously while speaking to customers. To ensure success, the Customer Contact Specialist will need to be up to date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Required position training and certifications are provided to the employee.

Must be able to work Monday through Friday 12pm-9pm EST

What You Will Do

• Customer Communication -Making outbound collections calls in a professional manner while maintaining and improving customer relations.
• Customer Communication -Handling inbound customer service calls in a professional manner while maintaining and improving customer relations.
• Discuss account details, answer customer inquiries, verify contact information while providing excellent customer service (account balance, escrow changes, etc.).
• Collecting payments- efficiently provide all payment options to customers- (Pay by Phone, Web payments, ACH, etc.).
• Identify financial hardships attributing to account delinquency and take proper action to aid the borrower.
• Negotiate payment plans as needed.
• Provide prompt follow-up on payment arrangements.
• E-Mail correspondence to encourage payment of delinquent accounts.
• Make monthly outbound skip trace calls.
• Maintain record of contacts and attempted contacts as well as details of conversations and arrangements in the required systems.
• Achieve daily goals and availability.
• Responsible for meeting legal requirements and following internal policies.
• Respond to E-Mails in a sensible professional manner.
• Adhere to federal and state debt collection laws and regulations.

What We’re Looking For

• Customer/Client Focus- must have excellent Active Listening skills
• Problem Solving/Critical thinking skills
• Time Management-Capability to multitask in fast paced environment
• Clear and Concise professional communication- Written and Verbal
• Effectively handling irate customers
• Outstanding phone etiquette
• Teamwork Orientation- but with ability to work successfully on own initiative.
• Proficient Computer skills
• Strong typing skills
• Strong organizational skills
• Negotiating skills
• Patience and stress management
• Adaptable to change
• Strong Work Ethic
• Familiar with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, scanner, printer, and photocopiers. Ability to sit for extended periods of time is essential.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday 12pm-9pm EST, in addition to one Saturday per month 8:00 am- 12:00 pm. Overtime may be required for business needs.

Education And Experience

• High school diploma or equivalent required
• Knowledge of Microsoft Office and Google applications required
• Customer service experience, preferred
• Prior experience in debt collection preferred
• Mortgage banking experience, preferred
• Telecommunication experience, preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What’s in it for you?

• Competitive compensation and full benefits package include medical, dental, and vision.
• 100% company-paid life insurance and disability coverage!
• 401K with company matching!
• 17 days PTO (increases with tenure) and 9 company paid holidays!
• Professional but fun, casual work environment and great team culture!

About BSI Financial

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible.

BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Brief Description

We are looking to hire an enthusiastic Customer Contact Specialist to recover payments due on accounts delinquent 1-90 days, as well as ensuring the customers have a positive experience with inbound inquiries. The Customer Contact Specialist will review accounts for recent activity and changes, ask probing questions to establish the customer's ability to pay the debt, and take steps to resolve the matter. The Customer Contact Specialist will need to apply their communications skills to multitask by typing notes simultaneously while speaking to customers. To ensure success, the Customer Contact Specialist will need to be up to date with laws, regulations, policies, and procedures related to debt collection in the Mortgage industry. Required position training and certifications are provided to the employee.

Must be able to work Monday through Friday 12pm-9pm EST