SECU
Senior Collections Contact Center Specialist
North Carolina · Senior
Sponsorship not specified$90k-$180kDetected 15 days ago
NegotiationOutbound SalesResearchLeadershipCommunicationMentoring
About the role
- This role is a key component of loss mitigation, focusing on early intervention, curing delinquency, negotiating viable solutions, and providing exceptional member service.
- The Senior Specialist operates within a high-volume, multi-channel contact center environment, ensuring all activities strictly adhere to federal and state regulations while maximizing the return-to-current rate.
Responsibilities
- Maintain enhanced Right-Party Contact (RPC) and maximize the number of accounts brought current (Cure Rate).
- Documentation: Accurately and thoroughly document all collection efforts, member correspondence, and agreed-upon payment arrangements in the appropriate servicing and collections systems of record.
- High level of detail orientation with the ability to accurately document all collection activities and follow process protocols.
Requirements
- Minimum 5+ direct years of experience in a high-volume collection, recovery, or contact center environment, preferably within mortgage and/or consumer lending.
Skills
- Bachelor's degree in business administration, finance, or a related field required.
- Proficient computer skills, including experience with collections/servicing software, skip-tracing tools, and standard office applications.
- Ability to operate in both inbound/outbound contact center operations.
- Working understanding of the collections process, including knowledge of bankruptcy, charge-off, repossession/foreclosure processes.
- Working knowledge and understanding of mortgage and consumer loan servicing operational systems and technologies.
- Banking/Credit Union or Collections related Industry certifications are a plus.
- Experience preferred with systems including but not limited to ICE/MSP, ALS, NICE, Omilia, FDR, Default Manager, and OnBase.
- Working knowledge of investor/insurer servicing guidelines (e.g., Fannie Mae, Freddie Mac) for mortgage collections.
- Experience with telephony systems, including IVR and quality monitoring and call recording systems (e.g., NICE).
- Initiate and receive high-volume inbound and outbound contacts (phone, digital) to discuss current delinquency.
Compensation
- $90k-$180k
Benefits
- Required Education & Experience (Knowledge, Skills, & Abilities):
- Preferred Education & Experience (Knowledge, Skills, & Abilities):
This listing is sourced directly from SECU's careers page and normalized into a canonical job model.