Mortgage Debt Collections – Customer Contact Specialist

Agility360; Dallas (TX); On-site; USD 32,000 - 48,000; Full time

Job summary

Agility360 in Dallas, TX is seeking a Customer Contact Specialist to recover delinquent payments on 1–90 day accounts while delivering a positive customer experience with inbound inquiries for a mortgage sub-servicer client.

The role requires strong communication, multitasking, and knowledge of debt collection laws. You'll work Monday–Friday 8:00 a.m.–9:00 p.m. ET with one Saturday per month and must document contacts and payment arrangements accurately.

Qualifications

• High school diploma or equivalent.
• Knowledge of Microsoft Office and Google applications.
• Customer service experience preferred.
• Prior debt collection experience preferred.
• Mortgage banking experience preferred.
• Telecommunications experience preferred.

Responsibilities

• Make professional outbound collection calls while maintaining and strengthening customer relationships.
• Handle inbound customer service calls professionally.
• Discuss account details, verify information, and provide service on balances and escrow changes.
• Explain payment options including pay by phone, online payments, and ACH.
• Identify financial hardships and assist the borrower in resolving debt.
• Negotiate payment plans as needed.
• Provide timely follow-up on payment arrangements.
• Send emails to encourage payment on delinquent accounts.
• Maintain accurate records of contacts and arrangements in required systems.
• Meet daily performance and availability goals.
• Follow applicable debt collection laws and internal policies.

Skills

Active listening

Communication skills

Negotiation

Time management

Multitasking

Phone etiquette

Patience

Stress management

Education

High school diploma or equivalent

Tools

Microsoft Office

Google applications

Job description

Agility360 in Dallas, TX is seeking a Customer Contact Specialist to recover delinquent payments on 1–90 day accounts while delivering a positive customer experience with inbound inquiries for a mortgage sub-servicer client.

The role requires strong communication, multitasking, and knowledge of debt collection laws. You'll work Monday–Friday 8:00 a.m.–9:00 p.m. ET with one Saturday per month and must document contacts and payment arrangements accurately.