CCHL Servicing Collections Specialist

Capital City Home Loans Servicing Collections Specialist - Capital City Bank - More than your bank your banker.

Full Time - M-F 40 hours

General Summary

The Servicing Collections Specialist position is a member of the Loan Servicing Operations and Default Team with the primary responsibility for the effective management of accounts in various stages of delinquency or default. The Collections Specialist is responsible for managing delinquent accounts, contacting customers regarding past-due balances, and working toward timely resolution through payment arrangements, loss mitigation options, or account reconciliation. This role requires strong communication skills, attention to detail, and the ability to balance customer service with compliance and company policies.

All associates at Capital City Bank, Capital City Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

Principal Duties and Responsibilities

• Effectively communicate and educate borrowers, explaining the impact of delinquency on the loan and potential loss mitigation options. Escalate accounts when necessary for advanced collections, default, or legal action


• Properly updating and documenting the servicing platform, including right party contact, promise to pay dates, and reason for default


• Contact customers via phone, email, and written correspondence regarding delinquent accounts


• Negotiate repayment plans in accordance with company and/or Investor guidelines


• Educate customers on available options, deadlines, and consequences of non-payment


• Ensure compliance with federal, state, and local regulations (e.g., FDCPA, CFPB guidelines)


• Collaborate with internal departments such as Customer Service, Loss Mitigation, Legal, and Accounting


• Assist the Servicing & Default Manager as needed.

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard.

Associated Duties

Provides additional support to manager and department colleagues.

Completes all assigned/required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required

The following KSAs are usually acquired through work experience and/or specialized course(s) and are further defined in each of the Specialist levels below:

• Understanding of FNMA, FHA, VA, and other applicable investor guidelines, with the ability to apply regulatory and compliance standards in daily servicing and collections activities


• Mortgage, auto, credit card, or consumer finance collections experience


• Understanding of default servicing or loss mitigation processes


• Ability to work independently and manage high-volume workloads


• Problem-solving mindset with sound judgment


• Adaptability in a fast-paced, compliance-driven environment


• Must be able to effectively communicate with borrowers while maintaining privacy and respectful demeanor.


• Ability to prioritize work, multi-task and display a flexible attitude.


• Ability to manage time constraints and meet operational deadlines.


• Ability to handle high pace work environment with unpredictable workloads.


• Attention to detail and accuracy.

Education

Minimum, high school diploma or equivalent required. Bachelor’s Degree from an accredited college preferred. Relevant experience may substitute for the education requirement. Two years of Mortgage Servicing experience preferred, and relevant banking experience considered.

Experience

• 2 years of collection experience servicing Conventional insured loans, FHA, USDA and VA loans.


• 2 years of experience as a “Single Point of Contact”


• 2 years of property preservation experience

Working Conditions

• Lobby or cubicle environment.


• In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity.

Capital City Bank associates are our greatest asset. We offer the following benefits:

• Medical, Dental and Vision


• Life Insurance


• 401(k) with Matching


• Flexible Spending Accounts


• Tuition Assistance


• Stock Purchase


• Discounts on Products and Services

EOE/Protected Veterans/Disabled/Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.