Collections Specialist

Position Summary The Collections Specialist is responsible for handling delinquent residential mortgage, home equity, and consumer loan accounts to protect asset quality and minimize credit losses. The role focuses on early- and mid-stage delinquency resolution through structured borrower outreach, repayment plan development, and disciplined follow-up. This position operates within the Banks established credit risk management framework and works in coordination with the Head of Portfolio Management, Head of Residential Lending, Chief Business Officer, and Chief Credit Officer to support portfolio performance, identify emerging risk trends, and ensure appropriate escalation of higher-risk credits. The Collections Specialist provides timely account-level reporting and supports management in monitoring delinquency levels, non-performing assets, and charge-off exposure. Essential Duties and Responsibilities Delinquency Management & Resolution Handle an assigned portfolio of residential mortgage, home equity, auto, and other consumer loan accounts (primarily 189 days past due; may assist with later-stage accounts as needed). Review daily delinquency reports to prioritize accounts based on risk rating, exposure, collateral position, and aging status. Conduct outbound and inbound borrower communication to obtain payment, establish repayment arrangements, or assess hardship circumstances. Monitor promises-to-pay and ensure consistent follow-up within established timelines. Maintain complete, accurate, and audit-ready documentation within the Banks system. Portfolio Risk Coordination & Escalation Provide account-level updates and trend observations to the Head of Portfolio Management. Escalate higher-balance, adversely graded, or deteriorating credits to senior management as appropriate. Support periodic portfolio review discussions with executive leadership, including: Head of Portfolio Management Head of Residential Lending Chief Business Officer Chief Credit Officer Assist in identifying credits requiring downgrade consideration, non-accrual status, or charge-off review in accordance with policy. Prepare accounts for referral to legal counsel, foreclosure proceedings, or repossession vendors when authorized. Loss Mitigation & Workout Support Evaluate borrower financial situations and recommend appropriate resolution strategies consistent with Bank policy, including: Payment extensions Repayment plans Short-term deferrals Loan modifications (where applicable) Collect and review required hardship documentation. Ensure all workout arrangements are properly documented and approved within delegated authority limits. Coordinate with Credit Administration for structured workout approvals when required. Qualifications Education Associates or Bachelors degree in Business, Finance, Accounting, or related field preferred. Experience 25 years of collections, loan servicing, or credit administration experience within a financial institution. Experience handling residential mortgage and consumer loan delinquencies. Working knowledge of consumer lending regulations and mortgage servicing requirements. Familiarity with core banking and loan servicing systems. Core Competencies Strong understanding of credit risk principles and consumer lending products. Ability to assess borrower repayment capacity and identify risk deterioration. Professional and effective communication skills. High attention to documentation and compliance standards. Sound judgment in escalation and risk identification. Must speak Spanish