Analyst - Voice (Mortgage Collections)

📍 Location: Zone 10, Guatemala 🏢 Work Model: Full-Time | On-Site 💼 Department: Collections OperationsWe're Hiring!Are you an experienced collections or customer service professional looking to grow your career in the mortgage servicing industry? We are seeking a Voice Mortgage Collections Analyst to join our team in Guatemala City, Zone 10.In this role, you will be responsible for managing delinquent mortgage accounts through inbound and outbound customer interactions. You will work directly with U.S. mortgage customers to identify repayment solutions, negotiate payment arrangements, and deliver exceptional customer service while maintaining compliance with regulatory and client requirements.Key ResponsibilitiesCollections OperationsHandle 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 ServiceProvide professional, respectful, and empathetic customer service during all customer interactions.Manage difficult conversations while maintaining a positive customer experience.Resolve inquiries related to mortgage payments, balances, and account status.Escalate complex cases to supervisors or specialized teams when necessary.Documentation & ComplianceAccurately document customer interactions, commitments, and resolutions in the system.Maintain compliance with FDCPA, CFPB, mortgage servicing regulations, and client-specific requirements.Ensure accurate and timely account updates and record maintenance.QualificationsRequired✅ 3-4 years of experience in collections, call center operations, customer service, or business process services.✅ Strong verbal and written English communication skills.✅ Experience handling customer interactions via phone in a fast-paced environment.✅ Strong negotiation, problem-solving, and conflict-resolution skills.✅ Ability to manage multiple priorities while meeting performance goals.Preferred✅ Experience in mortgage servicing, collections, or financial services.✅ Knowledge of U.S. collections practices and mortgage processes.✅ Familiarity with regulatory compliance requirements.What We OfferCompetitive compensation packageCareer growth and development opportunitiesDynamic and collaborative work environmentProfessional training and supportOpportunity to work with a leading mortgage servicing operationApply now and take the next step in your career!#Hiring #GuatemalaJobs #Collections #MortgageCollections #CallCenterJobs #CustomerService #FinancialServices #VoiceAnalyst #GuatemalaCity #NowHiring #Careers #MortgageServicing