Collection Counselor

Dovenmuehle

Collection Counselor helping delinquent mortgage borrowers for Dovenmuehle, a US mortgage subservicing firm. Managing calls, repayment plans, payments, and loss mitigation assistance.

Posted 8/22/2026full-timeRemote • Lake Zurich • Illinois • 🇺🇸 United StatesJunior💰 $18 - $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in mortgage collection processes, including negotiation and counseling of borrowers on repayment options while adhering to federal regulations. Proficient in utilizing loan servicing software and maintaining accurate documentation of collection activities.

Highest-signal resume keywords

Mortgage Collection ExperienceKnowledge Of Federal Regulations (FDCPA)Loan Servicing Software ProficiencyEffective Communication SkillsBilingual In Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Collection ExperienceLoan ServicingMortgage Payment ProcessingAnalytical SkillsProblem-Solving Skills

Soft Skills

Effective CommunicationNegotiation SkillsEmpathyAttention To DetailProfessionalism

Tools & Technologies

Microsoft ApplicationsLoan Servicing Platforms

Certifications & Qualifications

Bilingual Certification

Industry Keywords

Delinquent AccountsLoss MitigationHardship AssistanceRegulatory ComplianceCall Center Experience

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.
Successfully complete annual regulatory compliance training.
Perform additional duties as assigned.

Requirements

What you’ll need

High School diploma or equivalent.
Solid PC skills: Microsoft applications and loan servicing platforms.
1-2 years collection experience/customer service experience.
Analytical and problem-solving skills and attention to detail.
Effective 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.
Knowledge of loan servicing software/systems.
Collection experience.
Call center experience.
Bilingual in Spanish - must pass bilingual certification.

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