NLB Services · 1 week ago
Mortgage Collections Manager
Buffalo, NY
Full-time
Onsite
Senior Level
5+ years expNLB Services is seeking a Mortgage Collections Manager to lead and manage the early-stage mortgage collections function. This role focuses on delinquent mortgage loans, providing strategic direction and operational oversight to ensure effective borrower engagement and compliance while promoting a customer-centric experience.
AnalyticsConsultingRecruiting
Hiring Manager
Kushagra Rautela
Responsibilities
Lead, coach, and manage a team of mortgage collections specialists handling early-stage delinquent mortgage accounts
Oversee outbound and inbound borrower contact strategies to drive timely resolution of past-due mortgage payments while ensuring full compliance with federal, state, and investor regulations
Monitor team performance against key metrics including delinquency resolution, call quality, compliance adherence, and customer experience
Review and approve repayment solutions, workout options, and escalation decisions based on borrower financial assessments and risk exposure
Ensure accurate collection and analysis of borrower financial information to determine appropriate resolution strategies
Partner with internal departments (Loss Mitigation, Risk, Compliance, Legal, Insurance, Fraud, and Operations) to resolve complex or high-risk account situations
Identify, investigate, and escalate suspect conditions (e.g., fraud indicators, insurance lapses, documentation gaps) with clear recommendations for action
Ensure all inbound and outbound communications adhere to state-specific and federal call compliance requirements
Maintain strong internal control standards and ensure timely remediation of audit findings, regulatory issues, and operational risk concerns
Drive continuous improvement initiatives to enhance collection effectiveness, workflow efficiency, and borrower outcomes
Promote a workplace culture that supports inclusion, belonging, ethical conduct, and reflects the Client’s brand
Participate in hiring, training, development, and performance management of team members
Complete additional leadership and operational responsibilities as assigned
Qualification
Required
Bachelor's degree or a combination of higher education and relevant work experience
Minimum 5+ years of mortgage servicing or collections experience, including early-stage delinquency
2+ years of people management or team lead experience
Strong knowledge of mortgage loan products, collections regulations (FDCPA, CFPB, state laws), and call compliance standards
Proven ability to communicate effectively and professionally with borrowers, executives, and cross-functional partners
Strong analytical, decision-making, and problem-solving skills
Proficiency in word processing, spreadsheet, and mortgage servicing systems
Preferred
Bachelor's degree in Business, Finance, or a related field
Prior management experience within a regulated financial institution
Experience with large-bank mortgage servicing platforms
Demonstrated success in driving performance, quality, and compliance within a collections environment
Company
NLB Services
NLB Services is a fast growing consulting, analytics and digital transformation company.
5001-10000 employees
H1B Sponsorship
NLB Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (1)
2022 (2)
2021 (1)
2020 (10)
Funding
Current Stage
Late StageLeadership Team
Sachin Alug
Founder and Chief Executive Officer
Abhilash Raghavan
Chief Business Officer
Recent News
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2025-10-23
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