Early Stage Collections Specialist, I (11am to 8pm EST shift)

Carrington Holding Company, LLC; Westfield (IN); Hybrid; USD 27,000 - 38,000; Full time

Benefits offered by this job

Healthcare plans

401(k) with match

Employee discounts

Educational reimbursement

Career training

Job summary

Carrington Mortgage Services is seeking an Early Stage Collections Specialist to counsel borrowers on bringing loans current and explore alternatives. You will reach out at 1–59 days delinquent, negotiate payment arrangements, and provide options based on the borrower's financial situation, while supporting peak inbound customer service days.

The role offers a hybrid schedule in the United States with a base rate of $23.50 per hour plus monthly incentives.

Qualifications

• HS diploma or equivalent work experience.
• Less than one year of collections experience in a customer service/call center environment and/or loan servicing experience.
• Experience in Banking or Mortgage/Loan Servicing industries preferred.

Responsibilities

• Evaluate borrower's ability to pay and collect financial information for first-call resolution in compliance with regulations.
• Counsel borrowers on repayment options and alternatives.
• Contact borrowers using an automated dialing system for inbound and outbound calls.
• Provide alternatives such as repayment plans, loan modifications, short sales, Deed in Lieu, or refinancing.
• Negotiate payment arrangements and explain required documents for mortgage assistance.
• May act as single point of contact for a borrower and escalate to Loss Mitigation as needed.
• Provide status on payments and payoff inquiries and process payments.
• Assist with loan servicing website access and related inquiries.
• Respond to escrow, loss draft and closing document questions.
• Support a wide range of servicing tasks including disputes, escrow shortages, and modification/refinance requests.

Skills

Customer service

Collections

Negotiation

Financial literacy

Mortgage knowledge

Education

High school diploma

Tools

Aspect Dialer

Job description

Come join our amazing team and work a hybrid schedule!

The Early Stage Collections Specialist will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. Contact borrowers in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangement to bring borrowers current. In the event a borrower is unable to bring the account current, representatives thoroughly review the borrower’s current financial situation and offer additional options depending on the circumstance. They also provide support to inbound Customer Service on high inbound volume days. Individual must 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 generally performs work of low to moderate complexity. Incumbents are able to perform collections and customer service activities and may still be learning the more complex mortgage concepts and call types. The target pay for this position is $23.50/hr plus monthly incentive bonus. An additional $1.50/hr can be added for the Spanish bilingual skill set as well as an additional $1.50 for working 11am to 8pm.

What you'll do:

• 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.
• Provide alternatives to borrowers who demonstrate the ability and or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, initiate and explain required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
• May function 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; 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 servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, repayment plans, and additional mortgages activities.

What you’ll need:

• High school diploma or equivalent work experience
• Less than one (1) year collections experience in a customer service/call center environment and /or loan servicing experience
• Experience in the Banking, Mortgage/Loan Servicing industries preferred.

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.

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