Mortgage Collections Specialist I: Loan Workouts & POC

Carrington Holding Company; Phoenix (AZ); On-site; USD 51,000 - 75,000; Full time

Benefits offered by this job

Discretionary bonus incentive

Healthcare benefits

Educational Reimbursement

Employee referral bonuses

401(k) match

Career training programs

Job summary

Carrington Mortgage Services in Phoenix, AZ seeks an intermediate Collections Specialist to counsel borrowers, negotiate workouts, and coordinate loan servicing tasks. You will work from our Phoenix office and handle complex cases with guidance from senior staff as needed.

You will explain loan options, assess repayment ability, and gather required documents to process mortgage assistance packages while ensuring compliance with FDCPA and regulatory standards.

Qualifications

• Two years of collections, loss mitigation, or single point of contact experience in a call center environment.
• Experience in Banking, Mortgage/Loan Servicing industries is preferred.
• Knowledge of the Fair Debt Collection Practices Act (FDCPA).
• Familiarity with mortgage loan processes and loan workouts.
• Strong verbal communication and negotiation abilities.
• Proficient math skills for calculating borrower payments.

Responsibilities

• Explain mortgage loan information, including loan workout and modification options, to borrowers.
• Assess borrower’s ability to pay and collect financial information for first-call resolution.
• Counsel borrowers on alternative solutions and payment options.
• Handle inbound/outbound calls via automated dialing system and manual calls.
• Offer loan modifications, short sales, or other relief options as appropriate.
• Prepare borrower Request for Mortgage Assistance packages per policy.

Skills

Collections experience

Call center experience

FDCPA knowledge

Mortgage/loan servicing knowledge

Negotiation skills

Verbal communication

Math skills

Problem solving

Education

High School Diploma or equivalent

Tools

Aspect Dialer

Job description

Carrington Mortgage Services in Phoenix, AZ seeks an intermediate Collections Specialist to counsel borrowers, negotiate workouts, and coordinate loan servicing tasks. You will work from our Phoenix office and handle complex cases with guidance from senior staff as needed.

You will explain loan options, assess repayment ability, and gather required documents to process mortgage assistance packages while ensuring compliance with FDCPA and regulatory standards.