Collections Specialist
Lakeview Loan Servicing, Coral Gables, FL, United States
Overview
ABOUT US Founded in 1993, Bayview Asset Management is an investment management firm focused on investments in mortgage and consumer credit, including whole loans, asset-backed securities, mortgage servicing rights, and other credit-related assets. This role will be within our subsidiary, Silver Hill Capital which is a national commercial real estate lender specializing in small-balance commercial and investor property financing solutions. The firm provides flexible loan programs, including bridge loans and DSCR financing, to support real estate investors and small business owners across the United States. Headquartered in Coral Gables, Florida, Silver Hill Capital works closely with mortgage brokers to deliver efficient, relationship-driven lending solutions. The company has funded billions of dollars in loans and built a strong reputation for expertise and responsiveness in the commercial lending market. POSITION SUMMARY The Collections Specialist is responsible for managing a portfolio of consumer loan accounts and engaging directly with borrowers to resolve delinquent balances. This role focuses on proactive borrower outreach, negotiating repayment solutions, and ensuring customers understand their loan obligations. The position involves high-volume inbound and outbound communication, requiring strong negotiation, problem-solving, and customer service skills. The Collections Specialist is expected to follow all company policies and regulatory requirements while working to minimize delinquency and loan losses through effective borrower engagement and timely resolution of outstanding balances. KEY RESPONSIBILITIES: · Manage a portfolio of delinquent consumer loan accounts and perform high-volume inbound and outbound borrower outreach · Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances · Negotiate repayment plans, settlements, and payment arrangements in accordance with company guidelines and loss mitigation strategies · Review account histories and borrower financial information to determine appropriate collection strategies · Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status · Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems · Assist borrowers experiencing financial hardship by identifying compliant repayment solutions · Handle customer inquiries, disputes, and escalated concerns in a professional and timely manner · Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices · Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards · Collaborate with team members and management to resolve complex accounts and improve recovery outcomes · Perform additional duties as assigned SKILLS & REQUIREMENTS: · Strong verbal and written communication and negotiation skills · Ability to work effectively with customers in sensitive financial situations with professionalism and empathy · Solid problem-solving skills with the ability to identify practical repayment solutions · Ability to multitask in a fast-paced, high-volume call environment · Proficiency in Microsoft Office (Word, Excel) · Experience with loan servicing or collections systems preferred · Strong attention to detail and ability to handle confidential information responsibly · Self-motivated and goal-oriented with a focus on achieving performance targets QUALIFICATIONS · High School Diploma or GED required · Prior experience in collections, customer service, call center operations, or financial services preferred LOCATION & COMPENSATION · This role will be in either our Coral Gables or Fort Lauderdale FL office · For reference our business hours are Monday – Friday, 9:00 AM – 6:00 PM (EST); there is occasionally need for work outside of these hours based on business needs. · There is a monthly performance-based incentive opportunity available outside of salary base. PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. EEOC Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
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ABOUT US Founded in 1993, Bayview Asset Management is an investment management firm focused on investments in mortgage and consumer credit, including whole loans, asset-backed securities, mortgage servicing rights, and other credit-related assets. This role will be within our subsidiary, Silver Hill Capital which is a national commercial real estate lender specializing in small-balance commercial and investor property financing solutions. The firm provides flexible loan programs, including bridge loans and DSCR financing, to support real estate investors and small business owners across the United States. Headquartered in Coral Gables, Florida, Silver Hill Capital works closely with mortgage brokers to deliver efficient, relationship-driven lending solutions. The company has funded billions of dollars in loans and built a strong reputation for expertise and responsiveness in the commercial lending market. POSITION SUMMARY The Collections Specialist is responsible for managing a portfolio of consumer loan accounts and engaging directly with borrowers to resolve delinquent balances. This role focuses on proactive borrower outreach, negotiating repayment solutions, and ensuring customers understand their loan obligations. The position involves high-volume inbound and outbound communication, requiring strong negotiation, problem-solving, and customer service skills. The Collections Specialist is expected to follow all company policies and regulatory requirements while working to minimize delinquency and loan losses through effective borrower engagement and timely resolution of outstanding balances. KEY RESPONSIBILITIES: · Manage a portfolio of delinquent consumer loan accounts and perform high-volume inbound and outbound borrower outreach · Communicate with customers to understand causes of delinquency, collect payments, and resolve outstanding balances · Negotiate repayment plans, settlements, and payment arrangements in accordance with company guidelines and loss mitigation strategies · Review account histories and borrower financial information to determine appropriate collection strategies · Provide clear and accurate information regarding loan balances, payment options, interest, fees, and account status · Maintain detailed and accurate documentation of borrower interactions, commitments, and account updates within servicing systems · Assist borrowers experiencing financial hardship by identifying compliant repayment solutions · Handle customer inquiries, disputes, and escalated concerns in a professional and timely manner · Ensure compliance with all federal, state, and company regulations governing consumer debt collection practices · Meet or exceed established performance metrics, including call volume, collections, resolution rates, and quality standards · Collaborate with team members and management to resolve complex accounts and improve recovery outcomes · Perform additional duties as assigned SKILLS & REQUIREMENTS: · Strong verbal and written communication and negotiation skills · Ability to work effectively with customers in sensitive financial situations with professionalism and empathy · Solid problem-solving skills with the ability to identify practical repayment solutions · Ability to multitask in a fast-paced, high-volume call environment · Proficiency in Microsoft Office (Word, Excel) · Experience with loan servicing or collections systems preferred · Strong attention to detail and ability to handle confidential information responsibly · Self-motivated and goal-oriented with a focus on achieving performance targets QUALIFICATIONS · High School Diploma or GED required · Prior experience in collections, customer service, call center operations, or financial services preferred LOCATION & COMPENSATION · This role will be in either our Coral Gables or Fort Lauderdale FL office · For reference our business hours are Monday – Friday, 9:00 AM – 6:00 PM (EST); there is occasionally need for work outside of these hours based on business needs. · There is a monthly performance-based incentive opportunity available outside of salary base. PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to handle, touch or feel objects, tools, or controls. The employee frequently is required to talk and hear. The noise level in the work environment is usually moderate. The employee is occasionally required to stand; walk; reach with hands and arms. The employee is rarely required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus. EEOC Bayview is an Equal Employment Opportunity employer. All aspects of consideration for employment and employment with the Company are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
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