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 a 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’re seeking a Collections Senior Specialist to collect debt and resolve homeowner issues in real time. The ideal candidate is a self-motivated individual who is able to easily adapt to a fast-paced environment.

Responsibilities

• Contact homeowners via phone and email regarding the status of their accounts, associated late fees, and credit reports while adhering to relevant company procedures and consumer privacy laws.
• Perform skip-tracing to locate homeowners with incorrect contact information.
• Assist and support homeowners dealing with financial difficulty by establishing trust, identifying mutually agreeable payment arrangements, and maintaining excellent customer service.
• Meticulously document all inbound and outbound collections efforts within the company platform.
• Arrange and submit homeowner accounts for extensions, modifications, forbearances, and repayment plans.
• Mentor other Collections Specialists, leading departmental projects and initiatives as required.
• Collaborate with the Loan Administration and Default Servicing departments and other members of the Client Experience department to resolve account discrepancies.
• Identify gaps in processes and recommend improvements.
• Test various contact center tools and platforms.

Minimum Qualifications

• 3+ years of collections experience.
• Previous skip-tracing experience.
• Previous experience with conducting loan calculations (e.g. calculating amortization schedules, APR, and simple interest).
• Previous experience with Google Suite, Zendesk, Salesforce, and other common CRM systems.
• Previous experience with using workforce tools or partnering with workforce management teams.
• Previous experience with handling sensitive documentation.
• Comprehensive knowledge of industry regulations (e.g. FDCPA, FCRA, and TCPA).
• Excellent time management skills.
• Ability to assess homeowner needs and overcome objections.

Location

• On-site

Benefits

• Compensation: Competitive salary and a 401(k) plan—with a 4% annual match!
• Hours: No weekends or late nights required!
• Generous amount of paid time off: 17 days of paid time off, 5 additional paid sick days, and 11 paid company holidays!
• Health & well-being: We’ll invest in your physical and mental well-being with comprehensive, low-cost medical, dental, & vision benefits, and an EAP for additional support!
• Food & meals: In-office snacks and drinks (and Bagel Fridays)!
• Grow together: We set new employees up for success with our company-wide New Hire Orientation! Other learning and development opportunities include quarterly possibilities for promotion and annual performance reviews.
• Baby bonding time: Birthing and non-birthing parents receive 12 weeks of FULLY PAID time off to focus on their new addition(s)!