Collections Specialist

We are looking for a Collections Specialist to support delinquent mortgage accounts and help borrowers find practical paths toward resolution in northwest suburbs of Chicago IL. This role focuses on early-stage delinquency management, combining outbound communication, account review, and payment collection with a strong customer service approach. The ideal candidate can balance compliance, empathy, and follow-through while working across servicing tools and internal teams to reduce delinquency and improve borrower outcomes.

Responsibilities:

• Oversee a portfolio of past-due mortgage accounts and carry out collection activities in line with established service expectations and regulatory standards.
• Communicate with borrowers to review account standing, understand reasons for missed payments, and explain available options for bringing loans current.
• Accept payments, record promised payment dates, and maintain accurate notes on borrower interactions and account developments within servicing platforms.
• Arrange repayment solutions that fit approved guidelines while supporting timely resolution of delinquent balances.
• Examine transaction history, prior correspondence, and servicing records to address borrower questions and strengthen collection efforts.
• Track delinquency reports, work queues, and exception items to ensure follow-up actions are completed promptly.
• Recognize situations where borrowers may need additional relief solutions and direct eligible accounts to the Loss Mitigation team for further review.
• Partner with internal departments to resolve account discrepancies, answer servicing-related questions, and support overall borrower assistance efforts.
• Use servicing applications, dialer systems, workflow tools, and reporting resources to manage daily assignments efficiently.
• Contribute to process improvement efforts, procedural updates, testing activities, and other special assignments as needed.
• At least 3 years of experience in collections, mortgage servicing, banking operations, financial services, call center support, or a closely related field.
• Background in mortgage servicing and delinquency management, with the ability to handle early-stage default accounts effectively.
• High school diploma or equivalent required; additional college education is preferred.
• Strong communication, listening, customer service, and negotiation abilities for working with borrowers in sensitive situations.
• Ability to follow documented procedures, servicing requirements, investor expectations, and compliance standards with consistency.
• Proficiency with Microsoft Outlook, Word, and Excel in an office setting that requires strong attention to detail.
• Familiarity with mortgage servicing technology and account management systems; experience with Black Knight is a plus.
• Bilingual English and Spanish language skills are an advantage.