Mortgage Collections Specialist contacting members to manage delinquent loans and checking accounts. Negotiating arrangements to restore accounts to good standing with effective communication skills.
About the role
- Collections Representative resolving overdue loan payments for Enova International. Handling high-volume calls and managing customer interactions with empathy and professionalism.
Responsibilities
- Communicate with customers regarding severely overdue loan payments, explaining the impact of delinquency while working to resolve balances through full payment or structured payment plans.
- Manage high-volume inbound and outbound calls using manual and automated dialing systems to contact delinquent account holders nationwide.
- Process payments via check-by-phone, debit card, or provide instructions for mailed payments.
- Maintain accurate records of customer interactions, payment arrangements, and account updates in the customer database.
- Follow up on payment plans, addressing missed commitments and recommending next steps when accounts default.
- Handle customer concerns with empathy and professionalism, using negotiation and problem-solving skills to de-escalate situations while adhering to company policies and regulatory requirements.
- Meet or exceed monthly collection and recovery goals while maintaining quality assurance standards and call handling metrics.
Requirements
- 2 or more years of third-party or late-stage first-party collections experience, preferably in a call center environment.
- Strong phone communication and active listening skills, with the ability to provide clear, assertive solutions to customers.
- Experience using collection systems and automated dialers while navigating multiple computer systems and talking/typing simultaneously.
- Basic knowledge of FDCPA, TCPA, and applicable state and federal collection laws preferred.
- Bilingual in Spanish is a plus.
Benefits
- Health, dental, and vision insurance including mental health benefits
- 401(k) matching plus a roth option (U.S. Based employees only)
- PTO & paid holidays off
- Sabbatical program (for eligible roles)
- Summer hours (for eligible roles)
- Paid parental leave
- DEI groups (B.L.A.C.K. @ Enova, HOLA @ Enova, Women @ Enova, Pride @ Enova, South Asians @ Enova, APEX @ Enova, and Parents @ Enova)
- Employee recognition and rewards program
- Charitable matching and a paid volunteer day…Plus so much more!
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