Late Stage Collections Supervisor (11am-8pm EST)

Carrington; Westfield (IN); Hybrid; USD 52,000 - 65,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Community foundation involvement

Job summary

Carrington Mortgage Services, part of The Carrington Companies, seeks a Late Stage Supervisor to lead a team of Collections Specialists handling 60+ day delinquencies. The role requires overseeing daily workflows, training staff, and implementing call strategies to improve recovery and reduce losses.

You will participate in audits, modify processes, and support loan file reviews while ensuring compliance with FDCPA and corporate policies. A strong leadership background is essential.

Qualifications

• Knowledge of the Fair Debt Collection Practices Act is required.
• Proficiency in Microsoft Office and standard business software.
• Advanced negotiation skills and ability to handle complex problems.

Responsibilities

• Supervise Late Stage Collections Specialists, train staff, allocate work and monitor performance.
• Oversee daily collections operations and communicate goals and changes to the team.
• Assist with escalation calls, address complaints and resolve problems.

Skills

FDCPA knowledge

MS Office

Negotiation

Education

High school diploma

Tools

Mortgage software

Job description

Come join our amazing team and work a hybrid schedule!

The Late Stage Supervisor is responsible for supervising a staff of Late Stage Collections Specialists in the day-to-day operations of late stage (60+days) Mortgage Loan Collections. Performs all duties in accordance with all company guidelines and applicable federal, state, and local regulations. The target salary range for this position is $52,000.00 - $65,000.00 per year plus monthly bonus.

What you'll do:

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Oversees the daily operation of 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 Late Stage Collections Specialists with escalation calls, addresses complaints, and resolves problems.
• Reviews and revises daily productivity reports.
• Performs monthly loan file audits to validate Late 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 Late 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
• 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.
• bility 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.

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.

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.

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.