Consumer Counselor- Mortgage Collections

Citizens Bank
United States
Workplace: HybridFull timeFunction: Banking, Lending & CreditEducation: high_schoolSkills: ["Communication","Counseling","Persuasion","Problem-solving","Organization","Judgment","Adaptability"]

Serve as a consumer counselor for mortgage collections by handling inbound and outbound calls, reviewing account status, and helping customers facing financial hardship. Use counseling, persuasion, and negotiation to collect payments, evaluate financials, and propose suitable repayment solutions. Maintain compliance, document actions accurately, and meet service, quality, and productivity metrics while supporting customers through a fast-paced, training-driven environment.

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Citizens Bank
Citizens Bank
1 week ago

Consumer Counselor- Mortgage Collections

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Serve as a consumer counselor for mortgage collections by handling inbound and outbound calls, reviewing account status, and helping customers facing financial hardship. Use counseling, persuasion, and negotiation to collect payments, evaluate financials, and propose suitable repayment solutions. Maintain compliance, document actions accurately, and meet service, quality, and productivity metrics while supporting customers through a fast-paced, training-driven environment.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Banking, Lending & Credit
Seniority: Entry level

Key Responsibilities

  • •Field inbound and outbound customer calls, review account status, provide updates, and request additional information as needed.
  • •Collect payments through problem resolution, servicing, and negotiation techniques.
  • •Evaluate customer financials and determine best resolution based on customer capabilities.
  • •Professionally negotiate payments across all levels of delinquency within one line of business.
  • •Ensure compliance, accurately document actions, maintain reporting standards, and meet operational goals and quality metrics.

Pay and Benefits

Equity and Bonus:Equity
Perks:Health InsuranceDentalPaid Leave401k

Key Requirements

  • •Strong oral communication, counseling, and persuasion skills.
  • •Excellent data entry and typing skills, with aptitude for math and problem-solving.
  • •Familiarity with digital phone systems and ability to make independent decisions using sound judgment.
  • •Strong organizational skills and ability to perform in a production-driven environment.
  • •Flexibility to adapt to evolving business needs with a positive attitude.
Education:High School
Skills:CommunicationCounselingPersuasionProblem-solvingOrganizationJudgmentAdaptability
Tech Stack:Advanced AI simulationsDigital phone systemsMSPBlack KnightMicrosoft ExcelMicrosoft Word

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website