US Mortgage Collections - Voice Agent

Job Title

Collections Executive / Collections Voice Agent

Role Summary

The Collections Voice Agent is responsible for contacting customers regarding overdue payments, negotiating repayment arrangements, resolving delinquent accounts, and ensuring adherence to regulatory and company compliance standards while maintaining positive customer relationships.

Key Responsibilities

• Make outbound and receive inbound calls related to delinquent customer accounts.
• Educate customers regarding outstanding balances and repayment obligations.
• Negotiate payment arrangements, settlements, and repayment plans within approved guidelines.
• Review customer financial situations and recommend appropriate solutions.
• Ensure all customer interactions comply with FDCPA, company policies, and client requirements.
• Accurately document all collection activities in the servicing system.
• Meet daily, weekly, and monthly collection goals.
• Handle customer objections professionally and effectively.
• Escalate complex accounts to supervisors when necessary.
• Maintain call quality, compliance standards, and productivity metrics.

Required Skills

• Strong verbal and written communication skills.
• Negotiation and persuasion abilities.
• Active listening and customer handling skills.
• Conflict resolution and objection handling.
• Basic computer and CRM system knowledge.
• Ability to work in a target-driven environment.
• Strong attention to compliance requirements.

Key Performance Indicators (KPIs)

• Promise-to-Pay (PTP) Rate
• Right Party Contact (RPC)
• Collections Amount Recovered
• Roll Rate Improvement
• Call Quality Score
• Compliance Score
• Productivity and Adherence
• Customer Satisfaction (where applicable)

Qualifications

• Graduate preferred.
• 1-3 years of collections, customer service, or BPO experience.
• Experience in financial services or mortgage servicing preferred.