Collections Team Lead

3 weeks ago
# of Openings
Corporate - Servicing


About HomeBridge Financial Services


HomeBridge Financial Services, Inc. is one of the nation’s largest privately held, non-bank lenders. We specialize in facilitating and securing home mortgage financial solutions through our retail and wholesale channels. More information on HomeBridge can be found online at


Customer Service Commitment


Represents the company in a professional and enthusiastic manner: by providing an exceptional level of customer service, supporting the mission/vison statements, and adhering to our core values in all functions of their job responsibilities and interaction with referral partners, customers, and clients.



Scope/Purpose of the Position


Establish telephone contact with mortgagors to determine reason for delinquency and ultimately, to bring the loan current.  Conduct all collection efforts in accordance with investor, company and agency guidelines while protecting the mortgagor’s privacy and dignity.


Key Responsibilities and Essential Functions               

  • Monitor collections team to ensure calls are timely processed and ASA guidelines are met
  • Establish telephone contact with the mortgagor(s) with outstanding amounts due within the timeframe established by Collection’s Manager which consist of welcome, reminder, and collection calls from 30-90 days of delinquency
  • Develop customer relations in order to establish and set appropriate timeframes for customers in default. This would include follow-up contact, promise to pay dates are met, and all written notices require under the Fair Debt Collection Practices are followed
  • Maintain accurate information within the loan servicing system of all contact information
  • Decision making with regards to the loans best course of action to include but not limited to reinstatement, forbearance, or loss mitigation in accordance to the investors guidelines
  • Coach collectors through new functions, releases and process changes
  • Assist with escalated calls
  • Partner with the Collections manager for policy and procedures to be written, KPIs reviewed and QA calls completed
  • Skip trace on delinquent accounts with no contact
  • Training partner with new collections associates

Work Experience and Knowledge, Skills and Abilities

  • Ability to understand and apply sound business math skills.
  • Proven prior ability to plan, organize, schedule, and direct work activities of others in a multi-tasking staff environment.
  • Ability to effectively operate the default component of servicing system(s).
  • Basic knowledge of FDCPA, FCRA, TCPA and CFPB required.
  • Ability to hear and understand customer inquiries and oral instructions from supervisors.
  • Ability to receive phone calls with or without reasonable accommodation.
  • Ability to read paper documents and read from and key text into a personal computer with or without reasonable accommodation.
  • Ability to work overtime as required by the department manager based on the work requirements
  • Excellent analytic skills, attention to detail, and ability to work within time constraints.
  • Excellent level of interpersonal skills to work effectively with others.
  • Excellent level of oral and written communication skills.  Ability to communicate across a variety of audiences.
  • Intermediate level of computer skills and the ability to function in a windows environment utilizing Outlook, Word and Excel.
  • Professional and effective interpersonal skills. Solid decision making skills with display of professionalism in maintaining confidentiality.
  • Ability to rapidly acquire detailed knowledge of departmental policies, practices and procedures.
  • Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.
  • Committed to taking responsibility and ownership for agreed actions and delivery.
  • Reports to work on a daily and timely basis.

Minimum Qualifications

  • High School Diploma or Equivalent
  • Two (2) years college or business training school or five (5) years collection experience
  • Five (5) years Mortgage Servicing experience
  • Five (5) years supervising in a Mortgage Servicing experience
  • Must be familiar with skip tracing skills and techniques
  • Working knowledge of formal and informal payment plans
  • Experienced in Loanserv/Fiserv platform or similar experience with MSP/LoanSphere
  • Knowledge of predictive dialer and automatic call distributor
  • Must be able to work a flexible schedule Monday through Saturday


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