Mortgage Collections Outreach Specialist II – Delinquency Recovery, Skip‑Tracing, Customer Solutions & Compliance Expertise
Why arenaflex?
At arenaflex we believe that finance is more than numbers—it’s about people, communities, and creating lasting impact. With a heritage spanning over a century, we have grown from a regional banking institution into a diversified financial services leader that blends the breadth of a large‑scale operation with the personal touch of a community‑focused organization. Our purpose is simple yet powerful: make a difference in people’s lives and uplift the diverse communities we serve.
Operating a network of more than 1,000 branches and 2,200 ATMs across twelve states, arenaflex delivers a full suite of banking, wealth management, and institutional services. Our culture is built on five core values—integrity, ownership, collaboration, curiosity, and candor—that guide every interaction we have, from frontline customer service to strategic leadership.
When you join arenaflex, you become part of a forward‑thinking team that champions diversity, encourages continuous learning, and offers competitive compensation with a comprehensive benefits package designed to support your well‑being, professional growth, and community involvement.
Position Overview – Mortgage Collections Outreach Specialist II
Are you a skilled communicator with a passion for helping borrowers navigate challenging financial situations? As a Mortgage Collections Outreach Specialist II at arenaflex, you will be the frontline guardian of our mortgage portfolio, engaging borrowers who are in early to late stages of delinquency (0‑180 days) to assess repayment ability, negotiate viable solutions, and guide accounts toward sustainable outcomes—all while upholding the highest standards of regulatory compliance.
Key Responsibilities
Initiate outbound contact with borrowers experiencing delinquency, employing empathy and professionalism to gather financial information and explore repayment options.
Analyze financial statements, loan origination documents, and supporting data to determine the likelihood of recovery and recommend appropriate action plans.
Structure and negotiate repayment plans, or refer borrowers to loss‑mitigation programs, alternative lending solutions, or foreclosure processes when necessary.
Perform skip‑tracing using specialized software to locate hard‑to‑reach borrowers while respecting privacy and compliance requirements.
Handle inbound calls from internal departments and consumers, providing accurate information on mortgage products, delinquency stages, and resolution pathways.
Maintain strict adherence to state‑specific and federal call‑compliance regulations for both outbound and inbound communications.
Identify and investigate suspect situations such as potential fraud, lack of insurance, or other exposure risks, escalating findings to management with clear recommendations.
Assess accounts for foreclosure suitability and document justification for any referral to the foreclosure team.
Collaborate with cross‑functional teams to resolve problematic account situations, ensuring timely and accurate account maintenance and corrections.
Train and mentor new hires as needed, sharing best practices and fostering a culture of continuous improvement.
Support internal audit and regulatory reviews by implementing timely corrective actions and maintaining rigorous documentation.
Promote diversity and inclusion by embodying the arenaflex brand values in every interaction.
Complete any additional duties assigned by management to advance departmental goals.
Essential Qualifications
Minimum 3 years of combined higher education and/or relevant work experience, including at least 1 year in collections, loan servicing, or customer‑service roles.
Demonstrated ability to communicate clearly, persuasively, and professionally over the phone.
Strong negotiation skills with a proven track record of achieving mutually beneficial resolutions.
Proficiency in Microsoft Word, Excel, and other standard office productivity tools.
Excellent written and verbal communication, with a keen eye for detail and compliance.
Ability to work independently while maintaining collaborative relationships with internal stakeholders.
Preferred Qualifications & Skills
Bachelor’s degree in finance, business administration, economics, or a related field.
Two or more years of dedicated collections experience, preferably within mortgage or consumer loan environments.
Familiarity with arenaflex’s internal loan servicing platforms and skip‑tracing software.
Working knowledge of regulatory frameworks governing consumer collections, such as the Fair Debt Collection Practices Act (FDCPA) and state‑specific statutes.
Experience analyzing financial statements, credit reports, and asset documentation.
Previous involvement in loss‑mitigation processes, foreclosure review, or alternative lending programs.
Core Skills & Competencies for Success
Customer‑Centric Mindset: Ability to empathize with borrowers while balancing business objectives.
Analytical Acumen: Interpreting complex financial data to make informed decisions.
Regulatory Vigilance: Keeping abreast of evolving compliance standards and applying them consistently.
Problem‑Solving: Quickly identifying root causes of delinquency and devising creative resolution pathways.
Time Management: Handling multiple accounts simultaneously while meeting call‑volume and quality‑metric targets.
Team Collaboration: Working closely with underwriting, loss‑mitigation, legal, and operations teams.
Technology Proficiency: Comfortable navigating CRM systems, loan servicing platforms, and spreadsheet models.
Career Growth & Development Opportunities
At arenaflex, your career trajectory is shaped by ambition and support. As a Mortgage Collections Outreach Specialist II, you will have access to:
Structured Learning Paths: Internal training programs covering advanced collections techniques, regulatory updates, and leadership development.
Mentorship Programs: Pairing with senior professionals to accelerate skill acquisition and career planning.
Cross‑Functional Exposure: Opportunities to collaborate with underwriting, loss‑mitigation, and product development teams, broadening your financial services expertise.
Promotion Pathways: Clear criteria for advancement to senior specialist, team lead, or managerial roles within the Collections and Servicing divisions.
Professional Certifications: Funding and study leave for certifications such as Certified Debt Collection Professional (CDCP) or Certified Mortgage Servicer (CMS).
Compensation, Perks & Benefits
arenaflex offers a market‑competitive hourly wage ranging from $18.57 to $30.95, reflective of experience, skill set, and performance. In addition to base pay, our total rewards package includes:
Health & Wellness: Comprehensive medical, dental, and vision coverage with employee‑ and family‑friendly options.
Retirement Planning: 401(k) plan with generous company match to help you build long‑term financial security.
Paid Time Off & Volunteer Hours: Up to 40 hours of paid volunteer time annually to support causes you care about.
Life & Disability Insurance: Protection for you and your loved ones.
Education Assistance: Tuition reimbursement for approved courses that enhance your role and career path.
Employee Assistance Program (EAP): Confidential resources for personal, financial, or mental‑health challenges.
Flexible Work Arrangements: Depending on business needs, options for hybrid schedules or remote days.
Recognition Programs: Quarterly and annual awards celebrating exceptional performance, innovation, and teamwork.
Our Work Environment & Culture
Working at arenaflex means being part of a collaborative, inclusive, and forward‑thinking community. We pride ourselves on:
Diversity & Inclusion: A workplace where varied perspectives are celebrated and every employee feels valued.
Open Communication: Transparent leadership that shares strategic direction and welcomes feedback.
Community Engagement: Regular volunteer events, charitable partnerships, and initiatives that give back to the neighborhoods we serve.
Innovation Mindset: Encouragement to challenge the status quo and propose improvements to processes, technology, and customer experience.
Work‑Life Balance: Policies and programs that support personal well‑being and family responsibilities.
Apply Today – Join the arenaflex Team!
If you are ready to leverage your collections expertise, analytical acumen, and passion for helping borrowers achieve financial stability, we invite you to apply for the Mortgage Collections Outreach Specialist II role at arenaflex. Bring your drive, empathy, and commitment to compliance, and become a vital part of a team that makes a real difference in the lives of our customers and the health of our communities.
To start your application, click the link below. Should you encounter any technical issues or need an accommodation during the application process, please reach out to our support team at [email protected].
Apply Now
We look forward to welcoming you to arenaflex—where your talent meets purpose.
Apply Now
At arenaflex we believe that finance is more than numbers—it’s about people, communities, and creating lasting impact. With a heritage spanning over a century, we have grown from a regional banking institution into a diversified financial services leader that blends the breadth of a large‑scale operation with the personal touch of a community‑focused organization. Our purpose is simple yet powerful: make a difference in people’s lives and uplift the diverse communities we serve.
Operating a network of more than 1,000 branches and 2,200 ATMs across twelve states, arenaflex delivers a full suite of banking, wealth management, and institutional services. Our culture is built on five core values—integrity, ownership, collaboration, curiosity, and candor—that guide every interaction we have, from frontline customer service to strategic leadership.
When you join arenaflex, you become part of a forward‑thinking team that champions diversity, encourages continuous learning, and offers competitive compensation with a comprehensive benefits package designed to support your well‑being, professional growth, and community involvement.
Position Overview – Mortgage Collections Outreach Specialist II
Are you a skilled communicator with a passion for helping borrowers navigate challenging financial situations? As a Mortgage Collections Outreach Specialist II at arenaflex, you will be the frontline guardian of our mortgage portfolio, engaging borrowers who are in early to late stages of delinquency (0‑180 days) to assess repayment ability, negotiate viable solutions, and guide accounts toward sustainable outcomes—all while upholding the highest standards of regulatory compliance.
Key Responsibilities
Initiate outbound contact with borrowers experiencing delinquency, employing empathy and professionalism to gather financial information and explore repayment options.
Analyze financial statements, loan origination documents, and supporting data to determine the likelihood of recovery and recommend appropriate action plans.
Structure and negotiate repayment plans, or refer borrowers to loss‑mitigation programs, alternative lending solutions, or foreclosure processes when necessary.
Perform skip‑tracing using specialized software to locate hard‑to‑reach borrowers while respecting privacy and compliance requirements.
Handle inbound calls from internal departments and consumers, providing accurate information on mortgage products, delinquency stages, and resolution pathways.
Maintain strict adherence to state‑specific and federal call‑compliance regulations for both outbound and inbound communications.
Identify and investigate suspect situations such as potential fraud, lack of insurance, or other exposure risks, escalating findings to management with clear recommendations.
Assess accounts for foreclosure suitability and document justification for any referral to the foreclosure team.
Collaborate with cross‑functional teams to resolve problematic account situations, ensuring timely and accurate account maintenance and corrections.
Train and mentor new hires as needed, sharing best practices and fostering a culture of continuous improvement.
Support internal audit and regulatory reviews by implementing timely corrective actions and maintaining rigorous documentation.
Promote diversity and inclusion by embodying the arenaflex brand values in every interaction.
Complete any additional duties assigned by management to advance departmental goals.
Essential Qualifications
Minimum 3 years of combined higher education and/or relevant work experience, including at least 1 year in collections, loan servicing, or customer‑service roles.
Demonstrated ability to communicate clearly, persuasively, and professionally over the phone.
Strong negotiation skills with a proven track record of achieving mutually beneficial resolutions.
Proficiency in Microsoft Word, Excel, and other standard office productivity tools.
Excellent written and verbal communication, with a keen eye for detail and compliance.
Ability to work independently while maintaining collaborative relationships with internal stakeholders.
Preferred Qualifications & Skills
Bachelor’s degree in finance, business administration, economics, or a related field.
Two or more years of dedicated collections experience, preferably within mortgage or consumer loan environments.
Familiarity with arenaflex’s internal loan servicing platforms and skip‑tracing software.
Working knowledge of regulatory frameworks governing consumer collections, such as the Fair Debt Collection Practices Act (FDCPA) and state‑specific statutes.
Experience analyzing financial statements, credit reports, and asset documentation.
Previous involvement in loss‑mitigation processes, foreclosure review, or alternative lending programs.
Core Skills & Competencies for Success
Customer‑Centric Mindset: Ability to empathize with borrowers while balancing business objectives.
Analytical Acumen: Interpreting complex financial data to make informed decisions.
Regulatory Vigilance: Keeping abreast of evolving compliance standards and applying them consistently.
Problem‑Solving: Quickly identifying root causes of delinquency and devising creative resolution pathways.
Time Management: Handling multiple accounts simultaneously while meeting call‑volume and quality‑metric targets.
Team Collaboration: Working closely with underwriting, loss‑mitigation, legal, and operations teams.
Technology Proficiency: Comfortable navigating CRM systems, loan servicing platforms, and spreadsheet models.
Career Growth & Development Opportunities
At arenaflex, your career trajectory is shaped by ambition and support. As a Mortgage Collections Outreach Specialist II, you will have access to:
Structured Learning Paths: Internal training programs covering advanced collections techniques, regulatory updates, and leadership development.
Mentorship Programs: Pairing with senior professionals to accelerate skill acquisition and career planning.
Cross‑Functional Exposure: Opportunities to collaborate with underwriting, loss‑mitigation, and product development teams, broadening your financial services expertise.
Promotion Pathways: Clear criteria for advancement to senior specialist, team lead, or managerial roles within the Collections and Servicing divisions.
Professional Certifications: Funding and study leave for certifications such as Certified Debt Collection Professional (CDCP) or Certified Mortgage Servicer (CMS).
Compensation, Perks & Benefits
arenaflex offers a market‑competitive hourly wage ranging from $18.57 to $30.95, reflective of experience, skill set, and performance. In addition to base pay, our total rewards package includes:
Health & Wellness: Comprehensive medical, dental, and vision coverage with employee‑ and family‑friendly options.
Retirement Planning: 401(k) plan with generous company match to help you build long‑term financial security.
Paid Time Off & Volunteer Hours: Up to 40 hours of paid volunteer time annually to support causes you care about.
Life & Disability Insurance: Protection for you and your loved ones.
Education Assistance: Tuition reimbursement for approved courses that enhance your role and career path.
Employee Assistance Program (EAP): Confidential resources for personal, financial, or mental‑health challenges.
Flexible Work Arrangements: Depending on business needs, options for hybrid schedules or remote days.
Recognition Programs: Quarterly and annual awards celebrating exceptional performance, innovation, and teamwork.
Our Work Environment & Culture
Working at arenaflex means being part of a collaborative, inclusive, and forward‑thinking community. We pride ourselves on:
Diversity & Inclusion: A workplace where varied perspectives are celebrated and every employee feels valued.
Open Communication: Transparent leadership that shares strategic direction and welcomes feedback.
Community Engagement: Regular volunteer events, charitable partnerships, and initiatives that give back to the neighborhoods we serve.
Innovation Mindset: Encouragement to challenge the status quo and propose improvements to processes, technology, and customer experience.
Work‑Life Balance: Policies and programs that support personal well‑being and family responsibilities.
Apply Today – Join the arenaflex Team!
If you are ready to leverage your collections expertise, analytical acumen, and passion for helping borrowers achieve financial stability, we invite you to apply for the Mortgage Collections Outreach Specialist II role at arenaflex. Bring your drive, empathy, and commitment to compliance, and become a vital part of a team that makes a real difference in the lives of our customers and the health of our communities.
To start your application, click the link below. Should you encounter any technical issues or need an accommodation during the application process, please reach out to our support team at [email protected].
Apply Now
We look forward to welcoming you to arenaflex—where your talent meets purpose.
Apply Now