Mortgage Collections Specialist I – Counsel & Resolve

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Healthcare

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services, located in Phoenix, AZ, is seeking a collections specialist to counsel borrowers on bringing loans current and exploring alternatives. The role includes negotiating payment arrangements, assisting borrowers delinquent up to foreclosure, and supporting high-volume customer service days.

The ideal candidate will understand FDCPA basics, communicate clearly, and handle financial information with accuracy, while adhering to company policies and applicable laws.

Qualifications

• 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.
• 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.

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.
• Provide alternatives to borrowers who demonstrate the ability and or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, initiate and explain 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.
• 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 servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, vendors for REO properties, repayment plans, down payments on foreclosure pending mortgages, and additional mortgages activities.
• Perform other duties as assigned.

Skills

Verbal communication

Math skills

Collection knowledge

Regulatory understanding

Organizational skills

FDCPA knowledge

Education

High school diploma or equivalent

Job description

Carrington Mortgage Services, located in Phoenix, AZ, is seeking a collections specialist to counsel borrowers on bringing loans current and exploring alternatives. The role includes negotiating payment arrangements, assisting borrowers delinquent up to foreclosure, and supporting high-volume customer service days.

The ideal candidate will understand FDCPA basics, communicate clearly, and handle financial information with accuracy, while adhering to company policies and applicable laws.