Hybrid Mortgage Collections Counselor

Citizens Bank; Irving (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive Salary

Exceptional Benefits Package: Medical,

Career Growth Opportunities

401(k) Plan with Corporate Match & 0 0

Exclusive Employee Discounts

Job summary

Citizens Bank in Irving, TX is seeking a Consumer Counselor – Mortgage Collections to help customers navigate financial hardship, negotiate repayment plans, and maintain compliant, customer-first service.

The role offers comprehensive training and opportunities for growth in a fast-paced banking environment. On-site and hybrid work options, with a schedule supporting work-life balance. If you’re energized by helping people and solving problems, apply today.

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.
• Independent decision making and sound judgment.
• Strong organizational skills in production-driven environment.
• Flexible to evolving business needs.

Responsibilities

• Review account status, update customers, and request information during calls.
• Collect payments on accounts through problem resolution and negotiation.
• Evaluate customer financials to determine best resolution.
• Negotiate payments across delinquency levels within one line of business.
• Ensure compliance with policies and security requirements.
• Document actions and maintain reporting standards.
• Meet operational goals, quality metrics, and productivity.
• Adhere to schedules and maintain communication with customers and colleagues.

Skills

Strong oral communication

Data entry

Typing skills

Math and problem-solving

Familiarity with digital phone systems

Independent decision making

Organizational skills

Flexibility

Customer service orientation

Tools

MSP/Black Knight

Microsoft Excel

Microsoft Word

Job description

Citizens Bank in Irving, TX is seeking a Consumer Counselor – Mortgage Collections to help customers navigate financial hardship, negotiate repayment plans, and maintain compliant, customer-first service.

The role offers comprehensive training and opportunities for growth in a fast-paced banking environment. On-site and hybrid work options, with a schedule supporting work-life balance. If you’re energized by helping people and solving problems, apply today.