Collections Counselor

Job Summary: This position is on-site only (Ocala, FL). Responsible for collecting payments for the Servicing division along with general servicing duties. This includes communication with our borrowers in a collection call center environment along with office admin/clerical duties. Core Competencies: Strong knowledge of FDCPA, CFPB, investor, and state collection regulations, with a commitment to full compliance in all borrower interactions Demonstrates professionalism, empathy, and respect while discussing sensitive financial matters with borrowers Persuasive communication skills with the ability to drive borrower commitment to make payments or establish repayment arrangements Active listening skills to identify borrower needs and determine when referral to Loss Mitigation or other departments is appropriate When appropriate, ability to encourage and guide borrowers toward face-to-face virtual meetings for deeper counseling and sustainable workout solutions Strong organizational skills to manage daily call volumes, track borrower promises to pay, and follow through on commitments Demonstrates resilience and persistence in achieving collection goals while maintaining borrower trust Effective use of servicing systems (such as FICS Mortgage Servicer and Five9 dialer) to document calls, update account status, and schedule follow-ups Team-oriented mindset with the ability to collaborate with Loss Mitigation, SPOCs, and other servicing units for borrower success Demonstrates resilience in handling high call volumes and repeated borrower objections without losing professionalism or empathy Strong problem-solving skills to help borrowers identify realistic solutions that balance company requirements with borrower circumstances Ability to adapt tone and approach to different borrower situations while maintaining consistency in compliance and policy Upholds company pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity in all borrower and team interactions Essential Duties: Conduct inbound and outbound collection calls to borrowers with past-due mortgage accounts, encouraging and securing timely payments Negotiate and establish repayment arrangements in accordance with company policy, investor guidelines, and regulatory requirements Maintain compliance with FDCPA, CFPB, and all state/federal collection laws during every borrower interaction Clearly explain account status, payment obligations, and available solutions to borrowers while documenting all call outcomes accurately in FICS Mortgage Servicer Identify borrowers experiencing financial hardship and recognize when referral to Loss Mitigation is appropriate for long-term solutions Schedule and encourage borrowers to attend face-to-face virtual meetings with their SPOC to review repayment options, modifications, or workout plans Escalate accounts requiring specialized attention to Loss Mitigation, Bankruptcy, or Foreclosure departments as appropriate Track and follow up on borrower promises to pay, ensuring commitments are met and updated in servicing systems Assist borrowers with payment options and electronic payment tools, ensuring accurate processing and confirmation Handle escalated or sensitive borrower interactions with professionalism, empathy, and adherence to company culture pillars Monitor delinquency trends within assigned portfolios and provide feedback to leadership on recurring borrower challenges or process gaps Contribute to team performance by meeting or exceeding established call handling, right party contact, and collection effectiveness goals Support compliance reviews, internal audits, and quality assurance initiatives by ensuring accurate documentation and adherence to policies Proactively educate borrowers about available payment options, recurring ACH, FlexPay, or other programs to reduce delinquency recurrence Encourage and reinforce borrower payment habits by guiding them toward solutions that help sustain long-term homeownership Use call center tools to manage and prioritize call queues, ensuring timely outreach to newly delinquent borrowers and high-risk accounts Collaborate with Loss Mitigation and SPOC teams to ensure seamless borrower handoffs and consistent messaging Participate in call monitoring and coaching sessions, applying feedback to improve compliance, borrower experience, and resolution effectiveness Provide insight to leadership on systemic issues or frequent borrower concerns that may indicate the need for process improvements Support company initiatives such as campaign-driven outreach (e.g., early-stage delinquency calls, disaster relief borrower check-ins, or payment program education) Assist with compliance testing and quality assurance by responding to internal reviews, external audits, and monitoring requests Education And Experience: High school diploma or equivalent required; associate or bachelor’s degree preferred Minimum of 1–2 years of experience in collections, customer service, or call center operations required; prior mortgage servicing or financial services collections strongly preferred Knowledge of FDCPA, CFPB, and state-specific collection regulations preferred Experience using mortgage servicing platforms (such as FICS Mortgage Servicer) and call center systems (such as Five9) a plus Demonstrated ability to handle difficult conversations with professionalism, empathy, and regulatory compliance Strong written and verbal communication skills, including the ability to document call outcomes accurately and thoroughly Proven ability to meet performance goals in a call-driven environment, balancing productivity with compliance and customer care Bilingual skills (English/Spanish) preferred but not required Experience working in a mortgage, banking, or financial services call center strongly preferred Familiarity with FDCPA call recording standards and call dispositioning in automated dialer systems preferred Computer And Equipment Skills: Intermediate in Microsoft Office programs (Word, Excel, PowerPoint) Word processing (speed and accuracy) Email Internet software Use typical office equipment (computers, fax, phones, copiers, scanners, projectors, etc.) Physical Requirement: Vision (with or without correction) sufficient to read a computer screen and to operate office equipment Clear speaking voice on the telephone, in person, and recorded Hearing within normal ranges in noise environments typical of office Able to sit for long periods of time at computer or other work-station and in meetings Able to use computers and operate equipment Able to lift 10 pounds occasionally unassisted Work Authorization:

Must be able to verify identity and employment eligibility to work in the U.S. without a visa sponsorship. EEO Statement:

As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

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