Proactively contact owners regarding past-due mortgage payments using phone, auto-dialer systems, email, and written communication Manage delinquent accounts and drive timely resolution strategies Negotiate payment arrangements aligned with company guidelines and owner circumstances Educate owners on account status, payment options, and next steps Maintain accurate records of collection activity and account updates Partner with mortgage servicing, finance, and customer service teams to resolve discrepancies Escalate high-risk accounts when appropriate Deliver professional, empathetic service during sensitive financial conversations Support continuous improvement efforts across collections operations. 2+ years of experience in collections, mortgage servicing, customer service, or call center environments Bilingual required; Portuguese speaking Experience working with auto-dialer or high-volume call systems preferred Strong negotiation, communication, and problem-solving skills Customer-first mindset with the ability to handle challenging conversations professionally Excellent organization and attention to detail Ability to manage multiple priorities in a fast-paced environment Experience in mortgage, hospitality, real estate, or vacation ownership industries is a plus.