Hybrid Early Stage Collections Specialist, I

Carrington; Plano (TX); Hybrid; USD 27,000 - 38,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services is seeking an Early Stage Collections Specialist I to counsel borrowers and negotiate payment arrangements to bring accounts current. The role supports high inbound volumes and may require bilingual English/Spanish on some days in Plano, TX.

The hybrid schedule includes collaboration with loss mitigation teams and compliance with mortgage regulations. The position pays $23.50 per hour plus a monthly incentive, with an additional $1.50 per hour if bilingual.

Qualifications

• High school diploma or equivalent work experience.
• Less than one year collections or loan servicing experience preferred.
• Experience in Banking or Mortgage Servicing industries is a plus.

Responsibilities

• Counsel borrowers on payment options and alternatives to bring the loan current.
• Communicate with borrowers via auto-dialer system on inbound/outbound calls.
• Explain required documents and complete borrower assistance packages per policy.
• Provide options like repayment plans, loan modifications, or refinancing when appropriate.
• Coordinate with Loss Mitigation when needed and update payment status.

Skills

Customer service

Negotiation

Call center

Financial assessment

Education

High school diploma

Job description

Come join our amazing team and work a hybrid schedule!

The Early Stage Collections Specialist I 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 pay for this position is $23.50 per hour plus a monthly incentive. An additional $1.50 per hour can be added, if you are bilingual English/Spanish.

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 escape 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.

https://oag.ca.gov/privacy/ccpa

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

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.