Early Stage Collections Supervisor

Carrington Holding Company, LLC; Westfield (IN); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services in Westfield, IN is seeking an Early Stage Collections Supervisor to lead a team handling mortgage loan collections under 59 days, in a hybrid work environment.

You will guide staff, review productivity, conduct audits, and coordinate payment options such as modifications or refinancing while ensuring FDCPA compliance and accurate reporting. Experience in collections and strong communication are essential.

Qualifications

• High school diploma or equivalent; some college in management/leadership preferred.
• 5+ years of related experience, preferably in collections or call center.
• Knowledge of the Fair Debt Collection Practices Act (FDCPA).
• Proficient in Microsoft Office; intermediate level.
• Experience with industry-specific software; advanced negotiation skills preferred.
• Ability to solve complex problems and explore solutions.
• Strong decision-making affecting team performance.
• Strong organizational and prioritization skills.
• Numerical skills for balancing and checking results.
• Excellent spoken and written communication.

Responsibilities

• Oversee daily operation of Early Stage Collections; guide workflow.
• Assist with escalation calls and resolve issues.
• Review and revise daily productivity reports.
• Conduct monthly loan file audits for staff effectiveness.
• Refer files for payment options like modifications or refinancing.
• Train staff on new processes and review quality control audits.
• Monitor call performance and correct issues.
• Develop call strategies to improve collection effectiveness.
• Audit and recover reversals to reduce payouts.
• Attend management meetings and maintain attendance.

Skills

Leadership

Communication

Problem solving

Analytical thinking

Time management

FDCPA knowledge

Microsoft Office

Education

High school diploma or equivalent

Management/leadership training

Mortgage banking knowledge (preferred)

Tools

Industry-specific software packages

Microsoft Office suite

Job description

Job Description

Come join our amazing team and work a hybrid schedule! The Early Stage Collections Specialist Supervisor will be responsible for supervising a staff of Early Stage Collections Specialists in the day-to-day operations of Early Stage (less than 59days) Mortgage Loan Collections. Performs all duties in accordance with all company guidelines and applicable federal, state, and local regulations. The approved Target Pay range for this position is $50,000.00/yr to $65,000.00/yr plus a monthly incentive bonus.

What You’ll Do

• Oversees the daily operation of Early Stage Collections; provides guidance and direction in daily work flow and volume. Communicates and publicizes to the group the daily work goals, changes, and any fluctuations to staff.
• Assists Early Stage Collections Specialists with escalation calls, addresses complaints, and resolves problems.
• Reviews and revises daily productivity reports.
• Performs monthly loan file audits to validate Early Stage Collections Specialist work effort and effectiveness.
• Reviews and refers loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure.
• Reviews and trains Early Stage Collections Specialists in any new changes to processes and/or procedures as needed. Reviews monthly quality control audits for staff members.
• Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues.
• Develops call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency.
• Audits and recovers reversals of borrower payments to ensure reduction in company payout.
• Conducts side-by-side training sessions as needed.
• Attends management meetings in absence of Manager.
• Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Performs other duties and special projects as assigned.

What You’ll Need

• High school diploma or equivalent required; some college courses in management/leadership training; writing and communication or specialized courses in mortgage banking industry preferred.
• Five-plus (5+) years of related experience required, preferably in a collections/call center environment.
• Knowledge of the Fair Debt Collection Practices Act required.
• Knowledge of Microsoft Suite required; intermediate skill level preferred.
• Knowledge of relevant industry-specific software packages required; advanced negotiation skills preferred.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to organize and prioritize work schedules of others on short-term basis.
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.

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.