Bilingual Hybrid Late Stage Collections Specialist, II

Carrington Holding Company; Anaheim (CA); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Late Stage Collections Specialist II to join their dynamic team. This role involves counseling borrowers on loan options, negotiating workouts, and ensuring compliance with regulations. As the primary contact for borrowers, you will utilize your communication and negotiation skills to provide tailored solutions, contributing to a positive customer experience. The company offers a hybrid work schedule, competitive pay, and a supportive environment for professional growth. If you are passionate about helping others navigate their financial challenges, this opportunity is perfect for you.

Benefits

Comprehensive Healthcare Plans

401(k) Match

Employee Discounts

Customized Training Programs

Employee Referral Bonuses

Educational Reimbursement

Community Contribution Programs

Qualifications

• 2 years of experience in collections or loss mitigation in a call center.
• Strong knowledge of Fair Debt Collection Practices Act and relevant software.

Responsibilities

• Counsel borrowers on loan options and negotiate payment arrangements.
• Evaluate borrower’s ability to pay and collect financial information.
• Act as a single point of contact for borrowers throughout the process.

Skills

Verbal Communication Skills

Negotiation Skills

Mathematical Skills

Knowledge of Fair Debt Collection Practices Act

Problem-Solving Skills

Education

High School Diploma or Equivalent

Tools

Aspect Dialer

Industry-Specific Software

Job description

Come join our amazing team and work a hybrid schedule!

The Late Stage Collections Specialist II will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. Negotiate loan workouts and/or modifications, occasionally needing to refer the most complex situations to a higher level Late Stage Collections Specialist. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

This role is the intermediate level of the Late Stage Collections Specialist job family and incumbents generally perform work of moderate complexity. Incumbents are able to perform both the collections activities and loan workout/modification functions performed by the Late Stage Collections Specialist job family. This level of Late Stage Collections Specialist becomes the single point of contact for borrowers. The Target Pay range for this position is $21.50 to $22.50 per hour plus the monthly incentive, in addition to a pay differential of $1.50 per hour for fully bilingual English/Spanish.

What you’ll do:

• Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers.
• Evaluates and helps determine the borrower’s ability to pay, and collects appropriate financial information in a courteous and professional manner, striving for first-call resolution and in compliance with all applicable regulations.
• Counsels borrowers on their options through education of alternative solutions.
• Contacts borrowers, utilizing an automated dialing system (Aspect Dialer) for both inbound and outbound calls and conducts manual outbound calls.
• Provide alternatives to borrowers who demonstrate the ability and or inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, assembles and provides the required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
• Functions as the single point of contact for a borrower.
• May need to escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access, password resets.
• Respond to escrow, loss draft and closing document inquiries.
• Provide status on a wide variety of loan servicing functions including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages.
• Perform other duties as assigned.

What you’ll need:

• High school diploma or equivalent work experience.
• Two (2) years of collections, loss mitigation, or single point of contact experience in a call center environment.
• A minimum of two (2) years’ experience in the Banking, Mortgage/Loan Servicing industries.
• Strong knowledge of Fair Debt Collection Practices Act.
• Strong knowledge of relevant and industry-specific computer software packages.
• Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Negotiation skills that allows the Late Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
• Proficient higher level math skills needed to calculate and communicate borrower payments.
• Ability to understand moderately complex collection issues and to collaborate and explore alternative solutions.

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com.

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.