Senior Collections Specialist

Senior Collections Specialist (Loss Mitigation SPOC)

Location Jacksonville, FL | Onsite

Compensation & Schedule

• $26.43 per hour

• 11:00 AM – 8:00 PM EST

Role Impact: As a Senior Collections Specialist and Single Point of Contact (SPOC) within Loss Mitigation, you will guide borrowers through delinquency resolution and home retention or liquidation options. This role exists to protect portfolio performance, ensure regulatory compliance, and deliver clear, solutions-focused support during sensitive financial situations. Success is defined by resolving complex delinquent accounts, maintaining compliance with investor and federal guidelines, and delivering a professional, high-quality customer experience in a fast-paced environment.

Key Responsibilities

• Serve as the primary point of contact for borrowers regarding loss mitigation and collections inquiries, managing both inbound and outbound calls.

• Analyze borrower financial statements and supporting documentation to determine eligibility for retention options (forbearance, loan modification) or liquidation solutions (short sale, deed in lieu of foreclosure).

• Negotiate payment arrangements and resolution strategies while adhering to investor guidelines (FHA, VA, FNMA/Fannie Mae, FHLMC/Freddie Mac) and regulatory requirements.

• Maintain detailed, accurate documentation of all account activity, customer interactions, and decisions within servicing systems.

• Resolve escalated issues, disputes, and discrepancies while ensuring compliance with state and federal Fair Debt Collection laws and U.S. Bankruptcy Code procedures.

Minimum Qualifications

• High School diploma or GED required; some college preferred.

• Minimum 3 years of experience in collections, loss mitigation, or mortgage servicing.

• Strong working knowledge of investor guidelines (FHA, VA, FNMA, FHLMC), state and federal Fair Debt Collection laws, and U.S. bankruptcy procedures.

• Core Tools & Systems

• Microsoft Office Suite (Excel, Word, Outlook)

• Mortgage servicing and loss mitigation platforms

• Collections and call management systems

• Document management and financial analysis tools

Preferred Skills

• Excellent verbal and written communication skills with strong negotiation and active listening abilities.

• Proven ability to analyze complex documents, make sound decisions, and manage multiple priorities in a fast-paced, collaborative environment.

• Strong problem-solving, time management, organizational skills, and ability to interact effectively with individuals at all levels of the organization.

Pre-Employment Requirements

• In-person interview

• Background check (criminal, education, employment verification)

• Drug screen

• Clerical skills assessment

• Credit Check

Legal Notice

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