Mortgage Collections Counselor — Hybrid Role

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

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.