Hybrid Loss Mitigation Specialist

Carrington Holding Company, LLC; Plano (TX); Hybrid; USD 47,000 - 51,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts portal

Educational reimbursement

Charitable foundation contributions

Job summary

Carrington Mortgage Services, part of The Carrington Companies, is seeking a Loss Mitigation Specialist for a hybrid schedule. You will educate borrowers on CMS’ loss mitigation options to retain homeownership and avoid foreclosure, including loan modifications, repayment plans, forbearances, and reinstatements.

The role requires experience in collections or loss mitigation, NMLS licensing within six months, and knowledge of mortgage terms.

Qualifications

• One or more years’ experience in collections, loss mitigation, or a mortgage servicing call center.
• Full State NMLS licensing within six months of starting the job.
• Knowledge of mortgage industry terminology.
• Working knowledge of government program requirements and timelines (FHA/VA/USDA FNMA/FHLMC).
• Intermediate level knowledge of Microsoft Office Suite.

Responsibilities

• Handle inbound calls to determine borrowers’ intent to retain property and discuss foreclosure alternatives.
• Follow up on signed trial agreements, repayment plans, and final loan modification documents.
• Communicate approval or denial of loss-mitigation options and address account questions.
• Review hardship documents to determine the best workout option based on financial status.
• Engage borrowers in liquidation options if a case is denied and route to appropriate team.
• Provide information on title issues impeding modification finalization.
• Maintain attendance to meet duties and responsibilities.
• Explain options for resolving delinquency and the actions/baseline timing needed for those options.
• Notify Intake if missing or unacceptable documents are identified.
• Stay informed on the borrower’s situation and the overall loss‑mitigation process.
• Assist borrowers escalating complaints by providing contact information for MHA Help.
• Perform other duties as assigned.

Skills

Collections experience

Loss mitigation

Mortgage servicing

Mortgage industry terminology

Microsoft Office Suite

Education

NMLS licensing

Tools

Microsoft Office Suite

Job description

Job Description

Come join our amazing team and work a hybrid schedule! The Loss Mitigation Specialist will be responsible for educating borrowers on CMS’ Loss Mitigation alternatives with the objective of retaining home ownership and avoiding foreclosure, including Loan Modifications, Partial Claims, Repayment Plans, Forbearances and Reinstatements. All duties are performed in accordance with the company’s policies and procedures and all applicable US state and federal laws and regulations. The approved pay for this position is $23.00 plus a monthly bonus, with an additional $1.50 per hour available for bilingual English/Spanish candidates.

What You’ll Do

• Handle inbound calls routed through IVR and internal transfers to determine borrowers’ intent to retain property, discuss foreclosure alternatives, and provide eligibility criteria and information.


• Make outbound calls on all assigned loans in the pipeline to follow up on the collection of signed trial agreements, repayment agreements, and final loan modification documents.


• Communicate approval or denial of a loss‑mitigation workout option and address general questions regarding account information.


• Review borrowers’ financial hardship documentation to determine the best workout option based on their current financial status and whether the hardship is short‑term or long‑term.


• In a denial case, engage borrowers in a loss‑mitigation liquidation option and route them to the liquidation team.


• Provide information to borrowers regarding title issues that may be impeding finalization of a modification.


• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.


• Communicate the options available to the borrower for resolving delinquency or imminent default, the actions they must take to be considered for those options, the timing requirements for completion of those actions, and the status of the servicer’s evaluation of the borrower for those options.


• Notify the Intake team when an error may have occurred in Intake due to missing or unacceptable documents.


• Stay knowledgeable about the borrower’s situation, current status, and the entire delinquency or imminent default resolution process—including any loss‑mitigation or non‑foreclosure liquidation options.


• Assist borrowers who request to escalate a complaint or dispute a reason for non‑approval by contacting the servicer’s staff handling escalated cases and, upon request, provide contact information for MHA Help.


• Perform other duties as assigned.

What You’ll Need

• One or more years’ experience in collections, loss mitigation, or a mortgage servicing call center.


• Full State NMLS licensing within six months of starting the job.


• Knowledge of mortgage industry terminology.


• Working knowledge of all government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.


• Intermediate level knowledge of Microsoft Office Suite.

Our Company

Carrington Mortgage Services, part of The Carrington Companies, provides integrated, full‑lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their home‑ownership experience. Join our growing team of uniquely talented professionals as we transform residential real‑estate lending. For more information, visit www.carringtonmortgage.com.

What We Offer

• Comprehensive healthcare plans for you and your family, plus a discretionary 401(k) match of 50% on the first 4% of pay contributed.


• Access to discounts through our employee portal, including fitness, restaurants, retail, and more.


• Customized training programs to help you advance your career.


• Employee referral bonuses.


• Educational reimbursement.


• Contributions from the Carrington Charitable Foundation to community causes and fundraising efforts.