Analyst-Voice
Guatemala
Job Description
Analyst-Voice
Others, Guatemala
Job Summary
- 3 to 4 years of experience in call center, customer service, or business process
The Voice Mortgage Collections Analyst is responsible for managing delinquent mortgage accounts through outbound and inbound customer interactions. The role focuses on negotiating payment arrangements, reducing delinquency, ensuring compliance with client and regulatory requirements, and delivering a positive customer experience while meeting collection and productivity targets. The analyst will work with US mortgage customers to identify repayment solutions and maintain accurate account records. This role aligns with responsibilities described in the mortgage collections role documentation.
Key Responsibilities
Collections Operations
- Handle inbound and outbound collection calls for past-due mortgage accounts.
- Contact customers to discuss delinquent mortgage payments and account status.
- Assess customers' financial situations and determine their ability to pay.
- Negotiate payment arrangements, repayment plans, and other resolution options within approved guidelines.
- Educate customers on available payment assistance programs and collection alternatives.
- Achieve daily, weekly, and monthly collection and recovery targets.
Customer Service
- Provide professional and empathetic customer service during all interactions.
- Manage difficult conversations while maintaining customer satisfaction.
- Resolve customer inquiries related to mortgage payments, balances, and account status.
- Escalate complex cases to supervisors or specialized teams when required.
Documentation & Compliance
- Accurately document customer conversations, commitments, and resolutions in the system.
- Maintain compliance with FDCPA, CFPB, client-specific policies, and mortgage servicing regulations.
Skill Requirements
Flexible to support business requirements, weekends, and peak volume periods as required.
Other Requirements
Information at a Glance