Senior Mortgage Collections Manager

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

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Discounts through employee portal

Educational reimbursement

Employee referral bonuses

Training programs

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services is seeking a Collections Supervisor to oversee performance, compliance, and process improvements within the customer service and collections teams in Phoenix. You will drive productivity, audit quality and guide cross-department collaboration to enhance the servicing platform.

The role requires 5-7 years in customer service/collections with mortgage industry experience, and a bachelor’s degree in business or related field. Competitive pay and benefits are offered.

Qualifications

• Bachelor’s degree in business or related field; or equivalent combination of education and experience.
• 5-7 years’ Customer Service/Collections supervisory/management experience in a call-center environment.
• Prior experience in mortgage servicing, banking, or related industry preferred.

Responsibilities

• Oversee collections activities monitoring performance results to meet business goals and regulatory requirements.
• Create and review daily productivity reports and evaluate team/department performance.
• Audit call quality, incentive, and processes to ensure compliance with policies, procedures, and CFPB requirements.
• Promote one-call resolution and identify improvements across servicing platform.
• Monitor outbound collections to increase right party contact and overall delinquency collections.
• Collaborate with departments to implement process improvements and change management.
• Recruit, train, schedule, coach, and manage customer service staff to meet objectives.
• Forecast requirements and manage budgets to meet customer service financial objectives.

Skills

Negotiation skills

Customer service

Process improvement

Decision making

Education

Bachelor’s degree in business or related field

Tools

FiServ

Ensemble Pro Director

Job description

Carrington Mortgage Services is seeking a Collections Supervisor to oversee performance, compliance, and process improvements within the customer service and collections teams in Phoenix. You will drive productivity, audit quality and guide cross-department collaboration to enhance the servicing platform.

The role requires 5-7 years in customer service/collections with mortgage industry experience, and a bachelor’s degree in business or related field. Competitive pay and benefits are offered.