Job Title: Senior Collections Agent
 

Job Overview:
We are seeking an empathetic, customer-focused Senior Collections Agent to join our team in a hybrid role based in Tempe, AZ. This permanent, direct-hire position is ideal for professionals with experience in mortgage servicing or financial services who are passionate about helping customers resolve delinquent accounts while maintaining homeownership. This is a soft collections role that focuses on early-stage delinquencies and building trust-based relationships with borrowers.
 

Compensation:
• $20–$24/hour, based on experience
• Bilingual candidates who pass language certification after training are eligible for a 5% pay increase
 

Work Schedule:
• Monday–Friday hybrid schedule: 4 days onsite, 1 day work-from-home (Fridays only after training)
• Training: 6 weeks, fully onsite, Monday–Friday, 8:30 AM – 5:00 PM (no time off during training)
• March–November: Monday–Friday, 9:00 AM – 6:00 PM; 1 rotating Saturday/month, 5:30 AM – 10:00 AM
• November–March: Monday–Friday, 10:00 AM – 7:00 PM; 1 rotating Saturday/month, 6:30 AM – 11:00 AM
 

Key Responsibilities of the Senior Collections Agent:
• Handle inbound and outbound calls using an auto-dialer system to assist borrowers with accounts up to 45 days past due
• Set up repayment plans and negotiate payment terms in a professional and compassionate manner
• Monitor delinquent loans and initiate timely follow-up to prevent further delinquency
• Research and resolve customer inquiries and basic complaints with a focus on first-call resolution
• Meet performance targets related to call quality, productivity, and customer satisfaction
• Collaborate with internal departments to provide accurate and timely solutions
• Promote retention-focused services and support customer success
• Adhere to relevant regulatory guidelines, including FDCPA, Regulation E, Z, X, and V, among others
 

Qualifications and Skills for the Senior Collections Agent:
• High school diploma or GED required
• Minimum 2 years of experience in mortgage servicing, collections, or financial services call center
• Experience in customer retention, loss mitigation, or escalations preferred
• Must be comfortable with outbound calling and performance metrics
• Excellent communication, problem-solving, and active listening skills
• Ability to remain empathetic yet firm in working with customers
• Strong time management and adaptability in a fast-paced, structured environment
• Must be available to work Saturdays and accommodate changing time schedules
• Bilingual candidates are a plus (Spanish preferred)
• Cannot hold an active real estate license
• Consistent work history; candidates with frequent job changes will not be considered
 

Why Join Us?
This opportunity allows you to make a meaningful impact by supporting homeowners in maintaining their mortgage obligations. You'll join a team that values integrity, care, and professionalism—with a supportive training program and clear pathways for career development.
 

About Us:
Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct hire staffing solutions. With decades of experience, we’ve grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology.
Explore more about CSS and how we connect great talent with exceptional opportunities by visiting www.ContemporaryStaffing.com.

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