Late Stage Collections Specialist I

Carrington; Westfield (IN); Hybrid; USD 49,000 - 52,000; Full time

Benefits offered by this job

Healthcare plans

401(k) plan with match

Educational reimbursement

Employee referral bonuses

Job summary

Carrington Mortgage Services in Westfield, IN is seeking a Late Stage Collection Specialist I to work on a hybrid schedule. You will counsel borrowers on methods to bring loans current and coordinate with senior staff for workouts and modifications, complying with all laws.

The role emphasizes high-quality customer service, accurate documentation, and adhering to department policies, with compensation including $23.50/hr base plus incentives and an additional $1.50/hr for bilingual capability.

Qualifications

• High school diploma or equivalent required.
• Less than one year of collections experience in a customer service/call center environment.
• Experience in Banking, Mortgage/Loan Servicing industries preferred.

Responsibilities

• Explain mortgage loan information and workout options to borrowers.
• Evaluate borrower's ability to pay and collect necessary financial information.
• Counsel borrowers on alternatives to payment, including loan modifications, short sales, or refinancing.
• Contact borrowers via automated and manual outbound calls to discuss options and status.
• Assemble documents for borrower requests and ensure compliance with policies.
• Assist with loan servicing tasks such as payments, escrow issues, and payoff inquiries.
• Provide status updates on payments, short sales, REO properties, and related processes.

Skills

Customer service

Collections

Loan servicing knowledge

Communication skills

Education

High school diploma or equivalent

Tools

Aspect Dialer

Job description

Come join our amazing team and work a hybrid schedule!

The Late Stage Collection Specialist I will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. This level of Loan Counselor may need to elevate borrowers with loan workout or loan modification needs to a higher level Loan Counselor. 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 is the first level of the Loan Counselor job family and incumbents generally perform work of low to moderate complexity. Incumbents are able to perform collections activities and may still be learning the loan workout functions performed by the Loan Counselor job family. The pay for this position is $23.50/hr plus monthly incentive. An additional $1.50/hr can be added for the Spanish bilingual skill set.

What you’ll do:

• Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers.

• 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 and conducts manual outbound calls.

• Provide alternatives to borrowers who demonstrate the ability and or inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.

• Negotiate reasonable payment arrangements with borrowers, assembles and provides the 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 elevate borrowers to a licensed Loss Mitigation associate for specific workout details.

• Provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; 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 loan servicing functions including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages.

• Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.

• Knowledge of relevant and industry-specific computer software packages.

• Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.

• Basic to Intermediate math skills (i.e., add, subtract, multiply, and divide and to record, balance, and check results for accuracy).

• Ability to understand basic collection issues and to collaborate and explore alternative solutions.

• Ability to apply state, federal and company requirements and make proper decisions.

• Ability to organize thoughts and ideas into understandable terminology.

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.

#LI-SY1

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.