Analyst - Voice (Mortgage Collections)

About the role

We are seeking a Voice Mortgage Collections Analyst to join our Collections Operations team in Guatemala City, Zone 10. You will manage delinquent mortgage accounts through inbound and outbound calls, working directly with U.S. mortgage customers to identify repayment solutions and ensure compliance with regulatory requirements.

Key responsibilities

• Handle inbound and outbound collection calls for past‑due mortgage accounts.
• Assess customers' financial situations, negotiate payment arrangements, and educate them on assistance programs.
• Achieve daily, weekly, and monthly collection and recovery targets.
• Provide professional, respectful, and empathetic customer service, managing difficult conversations.
• Document interactions, commitments, and resolutions accurately while maintaining compliance with FDCPA, CFPB, and other regulations.

Required profile

• 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 high‑volume phone interactions in a fast‑paced environment.
• Excellent negotiation, problem‑solving, and conflict‑resolution abilities.
• Ability to manage multiple priorities while meeting performance goals.

Required skills

• Proficiency in using collection and CRM systems to document customer interactions.

What we offer

• Competitive compensation package.
• Career growth and development opportunities.
• Dynamic and collaborative work environment with professional training and support.