Collection Counselor l

About the position

Collections Counselor I is a full-time, non-exempt position at Dovenmuehle Mortgage, Inc., located in Lake Zurich, IL. The role involves working 37.5 hours per week, with a schedule from Monday to Friday, 1:30 PM to 9:30 PM, and one Saturday per month from 8:00 AM to 4:00 PM. As a Collections Counselor, you will serve as the primary point of contact for delinquent accounts, engaging in collections activities to resolve outstanding debts. This position requires handling a high volume of inbound and outbound calls to delinquent borrowers, where you will be responsible for demanding and collecting the full amount due, establishing repayment plans, and providing hardship assistance as necessary. In this role, you will counsel borrowers on their payment obligations, explain terms, and arrange repayment plans in accordance with department procedures. You will also discuss the financial status of borrowers, review their monthly income and expenses, and determine the reasons for non-payment. Offering Loss Mitigation assistance is a key function, where you will explain options and processes in detail to borrowers. It is essential to demonstrate accurate knowledge and strict application of federal regulations and collection laws, such as the Fair Debt Collection Practices Act (FDCPA), while following all company and department policies and procedures. Additionally, you will maintain and document mortgage collection systems and databases with all activities and communications, process mortgage loan payments according to established guidelines, and consistently meet or exceed monthly goals. Completing annual regulatory compliance training is also a requirement. The role may involve reconciling accounts with misapplied payments as part of your duties.

Responsibilities
• Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers.
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• Resolve delinquent accounts by demanding and collecting the full amount due, establishing a solid plan with the borrower to bring the loan current, or proceeding with hardship assistance as appropriate.
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• Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
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• Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
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• Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
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• Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
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• Follow all company and department policies and procedures.
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• Utilize proper protocol for borrowers, clients, state, and federal regulations, as well as best practices.
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• Maintain and document mortgage collection systems and databases with all activities and communications.
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• Process mortgage loan payments in accordance with established guidelines.
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• Consistently meet or exceed monthly goals.
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• Successfully complete annual regulatory compliance training.
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• Reconcile accounts with misapplied payments.

Requirements
• High School diploma or equivalent.
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• Solid PC skills: Microsoft applications and loan servicing platforms.
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• Analytical and problem-solving skills and attention to detail.
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• Communication skills with demonstrated ability to interact in a positive and professional manner at all times with all levels of both internal and external audiences.
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• Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions.
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• Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.

Nice-to-haves
• Knowledge of loan servicing software/systems.
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• Collection experience.
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• Call center experience.
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• Bilingual in Spanish - must pass bilingual certification.

Benefits

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