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United Wholesale Mortgage · 13 hours ago

Early Collections Specialist

US-MI-Pontiac

Full-time

Onsite

Entry Level

1+ years exp

United Wholesale Mortgage is a leading mortgage lender focused on making home ownership possible for more Americans. The Early Collections Specialist is responsible for contacting borrowers who are delinquent on their mortgage payments, educating them on repayment options, and ensuring compliance with regulatory guidelines to support customer retention and loan portfolio performance.

FinanceFinancial ServicesMortgage

Responsibilities

Initiate outbound and respond to inbound calls to borrowers in early stages of delinquency (1–2 months past due)

Engage with borrowers to understand financial hardship and determine root causes of missed payments

Provide information on repayment options, due dates, and consequences of continued delinquency

Set up and negotiate repayment plans within company policy guidelines

Update borrower records with detailed notes of each interaction in the loan servicing system

Ensure compliance with all federal and state regulations, including FDCPA, RESPA, and CFPB guidelines

Escalate complex cases or hardship scenarios to Loss Mitigation or appropriate departments

Meet or exceed individual and team performance goals for call quality, resolution rates, and borrower satisfaction

Collaborate with internal teams including Customer Service, Loss Mitigation, and Escrow when necessary

Qualification

Collections experienceMortgage servicing knowledgeLoan servicing softwareMS Office proficiencyBilingual (Spanish/English)De-escalation skillsCommunication skillsAttention to detail

Required

High school diploma or equivalent required

1–2 years of experience in collections, customer service, or mortgage servicing

Familiarity with mortgage loan terms, repayment structures, and default management is a plus

Strong verbal and written communication skills

Ability to de-escalate difficult conversations and build rapport with borrowers

High attention to detail and accuracy in data entry and record-keeping

Proficient in MS Office (Word, Excel, Outlook); experience with loan servicing software

Preferred

associate or bachelor's degree preferred

Bilingual (especially Spanish/English) a plus

Benefits

Paid Time Off (PTO) after just 30 days

Additional parental and maternity leave benefits after 12 months

Adoption reimbursement program

Paid volunteer hours

Paid training and career development

Medical, dental, vision and life insurance

401k with employer match

Mortgage discount and area business discounts

Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court

Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon

Gourmet cafeteria featuring homemade breakfast and lunch

Convenience store featuring healthy grab-and-go snacks

In-house Starbucks and Dunkin

Indoor/outdoor café with Wi-Fi