Mortgage Collections Specialist - Empathy-Driven Resolutions

CommunityAmerica Federal Credit Union; Overland Park (KS); On-site; USD 40,000 - 65,000; Full time

Job summary

TruHome Solutions is seeking a Mortgage Collections Specialist to support members facing financial difficulties. The role focuses on delinquent real estate loan accounts (1–90 days past due) and requires documenting interactions, offering payment options, and ensuring compliance with FDCPA and client expectations.

Responsibilities include making outbound calls, negotiating payment arrangements, and providing budgeting guidance while maintaining member confidentiality and integrity.

Qualifications

• Knowledge of Mortgage Servicing and Collections preferred.
• Strong people skills and ability to resolve conflicts with empathy.
• Ability to communicate effectively (oral and written).
• Ability to work independently and meet strict deadlines.
• Experience in customer service or consumer collections is preferred.

Responsibilities

• Contact and follow up on delinquent accounts by phone and email in a fast-paced collections environment.
• Analyze delinquency causes and help members develop plans to bring accounts current.
• Provide budgeting advice and payment counseling to members.
• Document discussions and promises in the Automated Collection System.
• Notify co-applicants or guarantors of delinquent accounts and arrange payment plans.

Skills

Mortgage servicing

Collections

People skills

Effective communication

Problem solving

Education

High School Diploma

Bachelor's degree

Tools

Microsoft Office

Job description

TruHome Solutions is seeking a Mortgage Collections Specialist to support members facing financial difficulties. The role focuses on delinquent real estate loan accounts (1–90 days past due) and requires documenting interactions, offering payment options, and ensuring compliance with FDCPA and client expectations.

Responsibilities include making outbound calls, negotiating payment arrangements, and providing budgeting guidance while maintaining member confidentiality and integrity.