Late-Stage Mortgage Collections Specialist (Hybrid)

Carrington Mortgage Services, LLC; Westfield (IN); Hybrid; USD 27,000 - 38,000; Full time

Benefits offered by this job

Healthcare plan

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Community foundation support

Job summary

Carrington Mortgage Services, LLC is seeking a Late Stage Collection Specialist I to counsel borrowers on methods for bringing their loan current and/or exploring alternatives. This hybrid role may escalate borrowers needing loan workout details to a higher-level Loan Counselor, with performance incentives and a Spanish bilingual credit bonus.

The position pays $23.50 per hour plus monthly incentive, and an additional $1.50 per hour for Spanish bilingual capability.

Qualifications

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

Responsibilities

• 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 escalate 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.

Skills

Verbal communication

Math skills

Spanish bilingual

Education

High school diploma or equivalent

Job description

Carrington Mortgage Services, LLC is seeking a Late Stage Collection Specialist I to counsel borrowers on methods for bringing their loan current and/or exploring alternatives. This hybrid role may escalate borrowers needing loan workout details to a higher-level Loan Counselor, with performance incentives and a Spanish bilingual credit bonus.

The position pays $23.50 per hour plus monthly incentive, and an additional $1.50 per hour for Spanish bilingual capability.