Home Retention Specialist — Mortgage Loss Mitigation

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 59,672,000 - 70,202,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts portal

Training programs

Employee referral bonuses

Educational reimbursement

Community foundation support

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a Loss Mitigation Specialist to educate borrowers on alternatives such as loan modifications, repayments, and reinstatements with the aim of retaining homeownership.

Starting pay is $24.50/hr plus a monthly performance bonus. The role requires mortgage industry knowledge and an active NMLS license within 6 months. Join a team focused on compliant, proactive borrower support.

Qualifications

• High school diploma or equivalent; some college preferred.
• 1+ years experience in collections, loss mitigation, or call center within a mortgage servicing environment.
• Full State NMLS licensing required within 6 months of entering this job.
• Knowledge of mortgage industry terminology; familiarity with Government programs FHA/VA/USDA/FNMA/FHLMC.
• Intermediate Microsoft Office proficiency.

Responsibilities

• Handle inbound calls to determine borrowers’ intent to retain property and discuss foreclosure alternatives.
• Outbound follow-up on loans in pipeline to collect signed trial agreements and final modification documents.
• Communicate approval or denial of a loss mitigation option and answer questions.
• Review hardship documentation to determine best workout option based on current finances.
• Engage borrowers in loss mitigation liquidation options for denials; provide title issue information affecting modifications.
• Maintain attendance to fulfill duties and responsibilities.
• Explain options and required actions to borrowers, including timing for actions by borrower and servicer.
• Notify Intake team of missing or unacceptable documents.
• Assist borrowers escalating complaints with Escalated Cases and MHA Help.
• Perform other duties as assigned.

Skills

Collections experience

Loss mitigation

Call center experience

NMLS licensing

Mortgage terminology knowledge

Microsoft Office

Negotiation skills

Education

High school diploma or equivalent

Tools

Microsoft Suite

Job description

Carrington Mortgage Services in Phoenix, AZ is seeking a Loss Mitigation Specialist to educate borrowers on alternatives such as loan modifications, repayments, and reinstatements with the aim of retaining homeownership.

Starting pay is $24.50/hr plus a monthly performance bonus. The role requires mortgage industry knowledge and an active NMLS license within 6 months. Join a team focused on compliant, proactive borrower support.