Bilingual Collections Counselor I

Dovenmuehle

Bilingual Collections Counselor managing delinquent accounts for Dovenmuehle Mortgage. Handling collections activities and counseling borrowers on payment options while adhering to regulations.

Posted 4/28/2026full-timeRemote • Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $18 - $19 per hourWebsite

About the role

Key responsibilities & impact

Answer high volume of inbound calls from and/or generate high volume of outbound calls to delinquent borrowers.
Resolve delinquent accounts by demanding and collecting the full amount due, establish a solid plan with the borrower to bring the loan current, or proceed with hardship assistance as appropriate.
Counsel borrowers on options for meeting their payment obligations, explain terms, and arrange repayment plans based on department procedures.
Discuss financial status, review monthly income and expenses, and determine reason for non-payment.
Offer Loss Mitigation assistance, and if appropriate, explain options and processes in detail.
Demonstrate accurate knowledge and strict application of federal regulations and collection laws (FDCPA).
Follow all company and department policies and procedures.
Utilize proper protocols, for borrowers, clients, state, and federal regulations, as well as best practices.
Maintain and document mortgage collection systems and databases with all activities and communications.
Process mortgage loan payments in accordance with established guidelines.
Consistently meet or exceed monthly goals.
Reconcile accounts with misapplied payments.
Successfully complete annual regulatory compliance training.
Performs other related duties as assigned.

Requirements

What you’ll need

High School diploma or equivalent
Solid PC skills: Microsoft applications and loan servicing platforms
Analytical and problem-solving skills and attention to detail
Communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences.
Ability to negotiate with others and demonstrate assertiveness and empathy when necessary to obtain favorable resolutions.
Ability to understand and explain financial matters, details of modifications, and foreclosures in terms affected audiences understand.
Bilingual in Spanish - must pass bilingual certification.
Knowledge of loan servicing software/systems
Collection experience
Call center experience

Benefits

Comp & perks

Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
401 (K) Plan with company match
Paid Vacation, Sick, Personal and Holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

loan servicingmortgage collectionaccount reconciliationpayment processingregulatory compliancefinancial analysisnegotiationproblem-solvingattention to detailbilingual communication

Soft Skills

communicationassertivenessempathyinterpersonal skillsprofessionalismanalytical thinkingcustomer servicenegotiation skillspositive interactionteam collaboration

Certifications

bilingual certificationannual regulatory compliance training