Mortgage Collections & Resolution Specialist — Jacksonville

Selene Finance LP; Jacksonville (FL); On-site; USD 42,000 - 56,000; Full time

Job summary

Selene Finance LP in Jacksonville, FL is seeking a Collections Specialist to manage a loan portfolio and contact borrowers to secure payments and resolve inquiries. This onsite role emphasizes accurate documentation, adherence to investor guidelines, and escalation when needed.

You will conduct financial assessments, discuss repayment plans or loss mitigation options, promote ACH enrollments, and maintain a professional, empathetic approach in fast-paced, metrics-driven environments.

Qualifications

• High school diploma or equivalent.
• 2–3 years of experience in mortgage servicing, collections, call center operations, loss mitigation, or related financial services preferred.
• Strong verbal and written communication; professional and empathetic in sensitive conversations.
• Ability to work in a fast-paced, metrics-driven call center environment.
• Knowledge of default-related processes (Bankruptcy, Foreclosure, REO) preferred.

Responsibilities

• Manage collection activities for an assigned loan portfolio, including skip tracing and outbound calls.
• Handle inbound and outbound borrower calls to collect payments and resolve inquiries.
• Secure payments and Promise-to-Pay commitments; reduce delinquency progression.
• Communicate delinquency status, investor requirements, and next steps to drive resolution.
• Conduct borrower financial assessments to evaluate hardships and determine solutions.
• Discuss repayment plans, forbearance options, and loss mitigation programs per guidelines.
• Educate borrowers on assistance programs and required documentation.
• Establish payment arrangements and promote ACH enrollment; follow up on commitments.
• Maintain accurate account documentation and ensure policy compliance.
• Meet attendance, quality, productivity, and performance goals.

Skills

Communication skills

Customer service

Bilingual (bonus)

Education

High school diploma or equivalent

Job description

Selene Finance LP in Jacksonville, FL is seeking a Collections Specialist to manage a loan portfolio and contact borrowers to secure payments and resolve inquiries. This onsite role emphasizes accurate documentation, adherence to investor guidelines, and escalation when needed.

You will conduct financial assessments, discuss repayment plans or loss mitigation options, promote ACH enrollments, and maintain a professional, empathetic approach in fast-paced, metrics-driven environments.