Mortgage Collections Manager – Performance & Compliance

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

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.