Collections Advisors (USA) - Group 4 at Huntswood

Job Overview

• Are you passionate about customer service and compliance? We’re looking for a skilled Inbound Collections Clerk to manage incoming calls related to past-due mortgage or maintenance accounts for our U.S.-based clients. This role requires a strong understanding of the Fair Debt Collection Practices Act (FDCPA), excellent communication skills, and a customer-first mindset.
• If you thrive in a fast-paced, high-impact environment and are ready to make a difference, this is your chance to shine.

Key Responsibilities

• Handle inbound calls regarding overdue accounts with professionalism and empathy
• Educate customers on contract terms and ownership details
• Ensure all collection activities comply with FDCPA and internal policies
• Meet performance targets including call volume, contact rates, and resolution metrics
• Maintain accurate documentation of all account interactions
• Initiate skip tracing when necessary
• Support the broader collections team with daily tasks and goals
• Complete all required training and compliance certifications
• Perform additional duties as assigned by management

Minimum Requirements

• Education: Grade 12 or equivalent qualification
• Experience: 1+ years in a U.S. collections environment
• Work USA hours on rational basis
• Strong customer service orientation with a commitment to fair outcomes
• Empathetic and confident in handling difficult conversations
• Team player with a proactive and goal-driven mindset
• Proficient in MS Word and Excel
• Organized with exceptional attention to detail
• Familiarity with U.S. regulatory bodies and FDCPA compliance

Required Skills

• Effective communication and listening skills
• Ability to remain calm under pressure
• Strong problem-solving and decision-making abilities
• Excellent knowledge retention and recall
• Collaborative and supportive team spirit