Manager, Collections, V1

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 75,000 - 82,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Educational reimbursement

Referral bonuses

Charitable foundation

Job summary

Carrington Mortgage Services seeks a Collections Operations leader to oversee daily collections performance, ensure regulatory compliance, and drive process improvements across departments. You will review productivity, monitor call quality, and promote one‑call resolutions while coordinating with Loan Administration and Customer Service teams.

Ideal candidates will have mortgage software familiarity, strong negotiation and leadership skills, and experience in a call‑center environment.

Qualifications

• MS Office proficiency required.
• Advanced negotiation, management, analytical communications, and negotiation skills required.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to interact with senior management as an advisor on projects, and to act as the company’s principal spokesperson in area of expertise.
• Ability to make decisions that have significant impact on the department’s credibility, operations, and services.

Responsibilities

• Create and review various daily productivity reports and evaluate performance results at both the team and department level.
• Audit call quality, incentive, and other processes to ensure adherence to all policies, procedures, and regulatory requirements as part of monthly review to senior management. Create a controlled evaluation to ensure compliance with the CFPB and maintain gap reporting to monitor escalations.
• Promote one-call resolution through direct Customer Service efforts as well as identification of ways to improve the directive across the servicing platform.
• Monitor outbound collections efforts to increase right party contact, customer commitment, and overall collections of delinquency.
• Participate in projects that affect any aspect of Customer Service and Collections.
• Solicit feedback and on‑going communication with all departments to improve overall efficiencies and promote services across the platform.
• Work with the Loan Administration team to complete projects, revise and establish procedures, foster teamwork, share call driver information, ideas and knowledge that will contribute to the overall goals of the Company and the customer experience.
• Assist with research and resolution of escalated customer service calls and related issues as needed.
• Accomplish customer service human resource objectives by recruiting, selecting, onboarding, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer‑service standards; resolving problems; completing audits; identifying customer service trends and call drivers; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determine customer service requirements by maintaining contact with customers; conducting operational reviews and surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improve customer service quality results by studying, evaluating, and re‑designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximize customer operational performance by providing support and resolving problems.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Performs other duties and special projects as assigned.

Skills

MS Office

Negotiation

Analytical thinking

Communication

Leadership

Customer service

Call center experience

Education

Bachelor's degree in business or related field

Tools

FiServ

Ensemble Pro Director

Job description

JOB DESCRIPTION

Responsible for overseeing the collections activities through the effective monitoring of performance results to ensure that all business goals are consistently met, along with adherence to all Company policies, procedures, and regulatory requirements. Collaborate with other departments to identify and implement process improvement strategies. Perform all duties in accordance with all company guidelines and applicable federal, state, and local regulations. The target starting pay for the position is $75-$82k/yr.

Job Summary

Responsible for overseeing the collections activities through the effective monitoring of performance results to ensure that all business goals are consistently met, along with adherence to all Company policies, procedures, and regulatory requirements. Collaborate with other departments to identify and implement process improvement strategies. Perform all duties in accordance with all company guidelines and applicable federal, state, and local regulations. The target starting pay for the position is $75-$82k/yr.

What You’ll Do

• Create and review various daily productivity reports and evaluate performance results at both the team and department level.
• Audit call quality, incentive, and other processes to ensure adherence to all policies, procedures, and regulatory requirements as part of monthly review to senior management. Create a controlled evaluation to ensure compliance with the CFPB and maintain gap reporting to monitor escalations.
• Promote one-call resolution through direct Customer Service efforts as well as identification of ways to improve the directive across the servicing platform.
• Monitor outbound collections efforts to increase right party contact, customer commitment, and overall collections of delinquency.
• Participate in projects that affect any aspect of Customer Service and Collections.
• Solicit feedback and on‑going communication with all departments to improve overall efficiencies and promote services across the platform.
• Work with the Loan Administration team to complete projects, revise and establish procedures, foster teamwork, share call driver information, ideas and knowledge that will contribute to the overall goals of the Company and the customer experience.
• Assist with research and resolution of escalated customer service calls and related issues as needed.
• Accomplish customer service human resource objectives by recruiting, selecting, onboarding, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer‑service standards; resolving problems; completing audits; identifying customer service trends and call drivers; determining system improvements; implementing change.
• Meet customer service financial objectives by forecasting requirements; scheduling expenditures; analyzing variances; initiating corrective actions.
• Determine customer service requirements by maintaining contact with customers; conducting operational reviews and surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Improve customer service quality results by studying, evaluating, and re‑designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximize customer operational performance by providing support and resolving problems.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Performs other duties and special projects as assigned.

What You’ll Need

• Familiarity with mortgage software applications e.g., FiServ, Ensemble Pro Director
• Intermediate skills in MS Office
• Advanced negotiation, management, analytical communications, and negotiation skills required
• Ability to understand complex problems and to collaborate and explore alternative solutions
• Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints
• Ability to organize thoughts and ideas into understandable terminology
• Ability to interact with senior management as an advisor on projects, and to act as the company’s principal spokesperson in area of expertise
• Ability to make decisions that have significant impact on the department’s credibility, operations, and services
• Ability to organize and prioritize work schedules of others on long‑term basis
• Ability to compute, analyze, and interpret complex statistical data and/or to develop forecasts and computer models
• Ability to compose materials such as detailed reports, work‑related manuals, publications of limited scope or impact, etc., and/or to make presentations outside the immediate work area
• Ability to make informal presentations, inside and/or outside the organization; speaking before groups
• Strong abilities in customer service, process improvement, decision making, managing processes, staffing, planning, tracking budget expenses, analyzing information, developing standards, and emphasizing excellence in the “customer relationship.”
• Bachelor’s degree in business or related field of study; or a combination of education and related experience in lieu of degree
• 5‑7 years’ Customer Service/Collections supervisory/management experience in a call‑center environment
• Prior experience in the mortgage servicing, banking, or a related industry 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.