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 :

Education And Experience :

Computer And Equipment Skills :

Physical Requirement :

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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