Description
AppleOne is proud to present:
Loan Counselor I (Mortgage Collections)
- 100% Remote from any location except NY, NJ, TX and CA (equipment provided)
- Start Date: December 1, 2025
- Pay: $22/hour + $200/month shift differential (for candidates in EST time zone)
- Bilingual Differential: +$1.50/hour for fully bilingual candidates (language proficiency test required)
- Training: 7 weeks 9am–6pm EST mix of classroom training, live calls, and nesting period
- Schedule (after training): 9am–6pm, 10am–7pm, 11am–8pm, or 12pm–9pm (rotating Saturdays 8am–3pm; flex day during the week)
- Contract: 520 hours Contract-to-Hire with $1,000 bonus upon conversion
- Department: Mortgage Servicing / Collections
Overview:
The Loan Counselor I is responsible for engaging borrowers to resolve delinquent mortgage accounts, negotiating payment arrangements, and ensuring compliance with all applicable regulations. This position blends customer service with collections and requires empathy, attention to detail, and strong communication skills.
Responsibilities include:
- Contacting borrowers to resolve past-due payments via phone, email, and letter
- Negotiating repayment plans and discussing loss mitigation options
- Maintaining accurate borrower records and account updates
- Ensuring compliance with FDCPA, TCPA, RESPA, and CFPB guidelines
- Collaborating with internal departments (Customer Service, Loss Mitigation, etc.)
- Identifying and escalating high-risk or potential fraud cases
Qualifications:
- High School Diploma or equivalent required
- 2+ years of mortgage servicing, collections, or call center experience
- Strong negotiation, problem-solving, and communication skills
- Proficiency in Microsoft Office and familiarity with servicing systems (e.g., MSP, Fiserv)
- Knowledge of FHA, VA, and Conventional loans
- Bilingual (Spanish/English) preferred
Tech Requirements:
- Quiet, private workspace at home
- High-speed internet: minimum 25 Mbps download / 10 Mbps upload (verification screenshot requested but not required at submission)
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
#8824
Experienced (Non-Manager)