Consumer Counselor - Mortgage Collections

Job Description

At Citizens, we're more than a bank. As part of our team, you're made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.

As the Collection Recovery Senior Specialist, you will field a variety of customer calls and display your passion to deliver high quality solutions for our customers. Additionally, you will help customers through their financial hardship by offering a wide variety of assistance and options. You will thrive in this role through your extensive training and knowledge in some of the most advanced techniques and tools for your specialized area of the collections/recovery business, including AI, to give customers the most realistic and helpful experience possible. You will work with limited supervision and will be responsible for providing support to junior staff members and peers to support their development and performance on your team. You will be a key player in driving improvements for strategic and tactical collection and recovery metrics, possibly performing special projects or initiatives that leverage colleague experience. Most importantly, you'll feel valued for who you are and supported to achieve what's important to you, personally and professionally!

Primary responsibilities include

• Acts as a subject matter expert (SME) in a specialized area of collections/recovery business.
• Assists in driving improvements in strategic and tactical collection and recovery metrics, ensuring adherence to applicable policy and procedure.
• Completes any and all file/system maintenance required in accordance with policy in order to signify an account is currently engaged in a specialized form of collections.
• Understands, adheres to and abides by any and all laws, regulations, and bank policy regarding specialty collections.
• Assists junior or less experienced staff members with escalated concerns or perform peer reviews as required by department management.
• May be expected to perform special projects or initiatives that leverage colleague experience. This will be as directed by management and senior management.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Strong oral communication, counseling, and persuasion skills.
• Excellent data entry and typing skills.
• Aptitude for math and problem-solving.
• Familiarity with digital phone systems.
• Ability to make independent decisions and exercise sound judgment.
• Strong organizational skills and ability to perform in a production-driven environment.
• Flexibility to adapt to evolving business needs with a positive attitude.

Preferred:

• 2-3 years prior experience in mortgage collections or loss mitigation.
• Knowledge of Fair Debt Collection Practices and mortgage regulations.
• Experience with MSP/Black Knight systems.
• Proficiency in Microsoft Excel and Word.

Hours/Work Schedule

• Looking for 9am-6pm, 9:30am-6:30pm and 10am-7pm, Central Standard Time
• Hybrid: 3 days on-site, 2 days remote

Required Skills

• Customer Support Trends
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Document and Records Management

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.