Job Title: Senior Collections Specialist (Loss Mitigation / SPOC)

Position Overview:
The Senior Collections Specialist serves as a subject matter expert within Loss Mitigation, acting as the Single Point of Contact (SPOC) for borrowers. This role is responsible for managing complex delinquent accounts, guiding customers through resolution options, and ensuring compliance with all regulatory and investor requirements. The ideal candidate brings strong negotiation skills, sound judgment, and the ability to navigate sensitive financial situations with professionalism and empathy.

Key Responsibilities:
Serve as the primary point of contact for borrowers regarding loss mitigation and collections inquiries
Perform high-volume inbound and outbound calls to resolve delinquent accounts
Analyze borrower financials to determine appropriate solutions, including:
Retention options (forbearance, loan modifications)
Liquidation options (short sale, deed in lieu)
Negotiate payment arrangements and resolution strategies to achieve successful outcomes
Maintain accurate, detailed documentation of all customer interactions and account activity
Resolve complex account issues, disputes, and escalations with professionalism
Ensure all accounts remain compliant with company policies, investor guidelines, and regulatory requirements
Review and interpret complex financial documents to support decision-making
Collaborate cross-functionally while managing multiple priorities in a fast-paced environment

Required Qualifications:
High School Diploma or equivalent (some college preferred)
Strong knowledge of:
Collections procedures and best practices
State and federal Fair Debt Collection laws
U.S. Bankruptcy Code and bankruptcy procedures/regulations
Investor guidelines (FHA, VA, FNMA, FHLMC)
Proven experience in loss mitigation, collections, or mortgage servicing
Strong computer skills, including Microsoft Office

Core Competencies:
Excellent verbal and written communication skills
Strong negotiation and active listening abilities
Advanced problem-solving and decision-making skills
Exceptional customer service with the ability to manage conflict effectively
Strong attention to detail and organizational skills
Ability to analyze complex information and make sound recommendations
Effective time management with the ability to meet deadlines
Ability to thrive in a fast-paced, collaborative environment
Comfortable interacting with individuals at all levels of the organization

Preferred Skills:
Experience managing high-volume caseloads or portfolios
Familiarity with regulatory compliance in mortgage servicing
Ability to handle sensitive financial situations with professionalism and discretion

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.