Customer Contact (Early Stage Collections)-Irving, TX

Customer Contact (Early Stage Collections)

Agility 360 is seeking an enthusiastic Customer Contact Specialist to recover payments on accounts that are 1–90 days delinquent while ensuring customers have a positive experience with inbound inquiries for our client, a growing Mortgage-Sub Servicer. The specialist will review recent account activity and changes, ask thoughtful questions to assess each customer’s ability to resolve the debt, and take appropriate steps toward resolution. This role requires strong communication and multitasking skills, including documenting notes while speaking with customers. Success also requires staying current on laws, regulations, policies, and procedures related to mortgage debt collection. Required training and certifications are provided. Must be available to work Monday through Friday, 8:00 a.m.–9:00 p.m. ET.

WHAT YOU WILL DO:

• Make professional outbound collection calls while maintaining and strengthening customer relationships.
• Handle inbound customer service calls professionally while maintaining and strengthening customer relationships.
• Discuss account details, answer inquiries, verify contact information, and provide excellent service regarding topics such as account balances and escrow changes.
• Collect payments by clearly and efficiently explaining available options, including pay by phone, online payments, and ACH.
• Identify financial hardships contributing to delinquency and take appropriate action to assist the borrower.
• Negotiate payment plans as needed.
• Provide timely follow-up on payment arrangements.
• Send email correspondence to encourage payment on delinquent accounts.
• Complete monthly outbound skip-tracing calls.
• Maintain accurate records of contacts, attempted contacts, conversations, and payment arrangements in required systems.
• Meet daily performance and availability goals.
• Comply with legal requirements and internal policies.
• Respond to emails in a clear, professional, and thoughtful manner.
• Follow all applicable federal and state debt collection laws and regulations.

WHAT WE’RE LOOKING FOR:

• Customer-focused approach with excellent active-listening skills
• Strong problem-solving and critical-thinking skills
• Effective time management and the ability to multitask in a fast-paced environment
• Clear, concise, and professional written and verbal communication
• Ability to remain professional while assisting upset customers
• Excellent phone etiquette
• Collaborative mindset with the ability to work independently and take initiative
• Proficiency with computers and standard business applications
• Strong typing skills
• Strong organizational skills
• Effective negotiation skills
• Patience and effective stress-management skills
• Adaptability and openness to change
• Strong work ethic
• Familiarity with the Fair Debt Collection Practices Act (FDCPA) and other laws governing debt collection practices

Work Environment

This position operates in a professional office environment and routinely uses standard office equipment, including computers, phones, scanners, printers, and photocopiers. The ability to sit for extended periods is essential.

Position Type and Expected Hours of Work

This is a full-time position. Regular hours are Monday through Friday, 8:00 a.m.–9:00 p.m. ET, plus one Saturday per month from 8:00 a.m.–12:00 p.m. Overtime may be required based on business needs.

Education and Experience

• High school diploma or equivalent required
• Knowledge of Microsoft Office and Google applications required
• Customer service experience preferred
• Prior debt collection experience preferred
• Mortgage banking experience preferred
• Telecommunications experience preferred

Other Duties

This job description is not intended to provide a comprehensive list of all activities, duties, or responsibilities required of the employee. Duties, responsibilities, and activities may change at any time, with or without notice.