Collections Senior Specialist

Client Experience at Valon 

The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real-time, the team acts as the bridge between Valon and our homeowners. Equipped with extensive knowledge of the mortgage industry, each member prides themselves on embodying Valon’s mission of championing homeownership.  

About the Role

We are seeking a Senior Collections Specialist to join our industry-leading contact center. This person will be responsible for center operations, including, but not limited to, debt collections and solving customer issues in real time. The ideal candidate is a driven and motivational agent who can easily adapt to a fast-paced environment.

Responsibilities

• Oversee and provide assistance and support to homeowners in financial difficulty by identifying mutually agreeable payment arrangements, maintaining excellent customer service, and building relationships.
• Collaborate with internal departments such as loan servicing, loss mitigation, and customer service to resolve account discrepancies.
• Review and submit accounts for loan workout arrangements such as extensions, modifications, forbearances, and repayment plans.
• Proactively identify gaps in processes and procedures and recommend improvements.
• Work in accordance with consumer privacy laws and company procedures.
• Mentor other collectors on a day to day basis, leading department projects and initiatives as required.
• Contact debtors via telephone and email regarding the status of the account, late fees, and credit reporting.
• Perform skip tracking to locate debtors with incorrect contact information.
• Document and maintain all incoming and outgoing collection efforts within our company platforms.
• Address inquiries and issues of debtors in a timely and professional manner.
• Test and manage various contact center tools and platforms.
• Work cross-functionally with peers across various stages of the customer lifecycle, “wearing multiple hats.”

Minimum Qualifications

• 3+ years of collections experience
• Comprehensive knowledge of industry regulations, including FDCPA, FCRA, and TCPA
• Previous experience with loan calculations, including APR, amortization schedules, and simple interest calculations
• Ability to determine homeowner needs and overcome objections
• Ability to handle sensitive documentation
• Previous skip-tracing experience
• Familiarity with Google Suite, Zendesk, Salesforce, and other common CRM systems
• Previous experience with workforce tools or partnering with workforce management teams
• Excellent time management skills

Benefits

• Compensation: competitive salary and 401k plan
• Health & well-being: we’ll invest in your physical and mental well-being with comprehensive medical, dental, & vision benefits
• Food & meals: in-office snacks and drinks, and Bagel Fridays
• Grow together: Company-wide orientation for you to successfully onboard and other learning & development opportunities including regular review cycles that feature 360 degree feedback
• Generous time off: 17 days paid time off, sick days, and 11 company holidays
• Baby bonding time!: 12 weeks off for both birthing and non-birthing parents - fully paid so you can focus your energy on your newest addition