Job Description

Job Title: Mortgage Collections Manager

Employment Type: Full-Time

Location : Buffalo, NY (Onsite)

Overview

The Mortgage Collections Manager is responsible for leading and managing the early-stage mortgage collections function, focusing on delinquent mortgage loans (60 days or less past due). This role provides strategic direction, operational oversight, and team leadership to ensure effective borrower engagement, regulatory compliance, and risk mitigation, while delivering a customer-centric experience aligned with Client’s values.

Primary 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.

Scope of Responsibilities

• Direct management of mortgage collections staff.
• Oversight of borrower engagement and early-stage delinquency resolution strategies.
• Accountable for compliance, quality assurance, and operational risk management within the assigned function.

Education and Experience 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.

Education and Experience 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

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