Mortgage Servicing Collections Agent #37888

Job Title: Mortgage Servicing Collections Agent

Job Overview:

We are seeking a detail-oriented and empathetic Mortgage Servicing Collections Agent to join our client in supporting early-stage mortgage collections. This hybrid, permanent/direct-hire position based in Tempe, AZ, involves handling customer outreach and account resolution for mortgage loans in early delinquency. The ideal candidate brings strong communication skills, customer service experience, and the ability to thrive in a fast-paced call center environment.

Compensation:

• $20–$24/hour (based on experience)
  
  

Work Schedule:

• Training: 6 weeks fully onsite, Monday–Friday, 8:30 AM – 5:00 PM (no time off permitted)
• Regular Schedule:
• March–November: Monday–Friday, 9:00 AM – 6:00 PM, with 1 rotating Saturday/month from 5:30 AM – 10:00 AM
• November–March: Monday–Friday, 10:00 AM – 7:00 PM, with 1 rotating Saturday/month from 6:30 AM – 11:00 AM
• Hybrid Schedule: After training, 4 days onsite, 1 day remote (Fridays)
  
  

Key Responsibilities of the Mortgage Servicing Collections Agent:

• Handle inbound and outbound calls to resolve mortgage accounts up to 45 days past due
• Initiate and manage repayment plans or payment negotiations
• Research and resolve borrower inquiries and complaints with an emphasis on first-call resolution
• Monitor account status and initiate contact with borrowers and cosigners
• Collaborate across internal departments to support customer retention and resolution
• Maintain performance goals for call quality, productivity, and customer satisfaction
• Suggest process improvements to enhance efficiency and borrower experience
• Adhere to regulations including FDCPA, TCPA, TILA, RESPA, FCRA, SCRA, and related compliance standards
  
  

Qualifications and Skills for the Mortgage Servicing Collections Agent:

• High school diploma or GED required
• 2 years of experience in mortgage servicing, collections, or financial services call center
• Strong problem-solving, negotiation, and communication skills
• Experience with regulatory compliance in financial services preferred
• Comfortable making outbound calls and working in a metric-driven environment
• Customer service mindset with the ability to de-escalate and resolve issues effectively
• Bilingual skills are a plus and may qualify for additional pay
• Availability to work rotating Saturdays and variable shifts based on daylight savings time
  
  

Why Join Us?

This role offers a unique opportunity to be part of a mission-driven team focused on helping homeowners maintain their financial well-being. You’ll receive comprehensive training, a supportive team culture, and the opportunity to grow within the mortgage servicing industry.

About Us:

Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct hire staffing solutions. With decades of experience, we’ve grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology.

Explore more about CSS and how we connect great talent with exceptional opportunities by visiting www.ContemporaryStaffing.com.