Early Intervention Specialist I

Member-First-Mortgag; Kentwood (MI); Remote; USD 35,000 - 52,000; Full time

Job summary

Member-First-Mortgag in Kentwood, MI is seeking a dedicated collections specialist to serve as the single point of contact for past‑due borrowers. Daily duties include outreach and early intervention on delinquent accounts, monitoring mortgage delinquencies up to 120 days, and guiding borrowers toward current payments.

The role emphasizes professional outbound calls, accurate written notices, data entry, and adherence to federal and state debt collection laws.

Qualifications

• Requires 1–3 years in collections or related fields.
• High school diploma or GED required.
• Demonstrated customer service and communication skills.

Responsibilities

• Be the single point of contact for past-due borrowers.
• Monitor delinquent mortgage accounts up to 120 days and assist to bring current.
• Make outbound collection calls and send written notices as needed.

Skills

Customer service

Problem solving

Clear communication

Time management

Attention to detail

MS Excel / PC skills

Education

High school diploma or GED

Tools

Microsoft Excel

Outlook

Job description

RolePrimary duty is to be the single point of contact for past due borrowers, including outreach and early intervention of delinquent accounts.Essential Functions & Responsibilities:E 40% Monitors delinquent mortgage accounts up to 120 days. Actively attempts to bring delinquent mortgage accounts current at the 15, 30, 60, and 90 day level.E 20% Makes outbound collections calls in a professional manner. Prepares and sends out appropriate written notices as needed. Answers incoming borrower telephone communications and responds to delinquent borrower written communications as needed.E 15% Researches borrower information to determine valid contact information. Analyzes financial situation of delinquent borrowers; determines and evaluates reasons for delinquency.Discusses payment options, including available government programs. Refers and escalates cases as necessary for further review.E 10% Updates system coding and notes accordingly to monitor and report status of collection efforts.E 5% Follows federal and state laws concerning handling debt collection as well as meet legal requirements and follow internal policies. Informs management of trends in loan underwriting contributing to delinquent/charged-off loans.E 5% Willing and able to work some evening and weekend shifts.N 5% Performs other job related duties as assigned.Knowledge and Skills:Experience - One year to three years of similar or related experience.Education - A high school education or GED.Interpersonal Skills - Courtesy, customer service, and tact are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.Other Skills-Strong customer service skills-Problem solving and analysis skills-Ability to communicate clearly and effectively, both verbally and in writing-Solid time management skills to organize, prioritize, and meet required deadlines-Ability to work independently-Attention to detail-Proficient in Microsoft Excel, Outlook and general PC applicationsPhysical Requirements - While performing the duties of this job, the employee is regularly required to sit, stand and walk. The employee must occasionally lift and/or move up to 10 pounds. The employee is frequently required to spend extended hours in front of a computer screen, to use hand to finger, to speak in and listen carefully on the telephone.Work Environment - While performing the duties of this job, the employee regularly works in a remote office setting.Disclaimer:Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements outlined be interpreted as all inclusive. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.