Specialist, Collections, I, V1

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational Reimbursement

Charitable foundation support

Job summary

Carrington Mortgage Services in Phoenix seeks a Mortgage Recovery Counselor to advise borrowers on loan workout options and payment plans. You will handle delinquency cases, assess finances, and coordinate with internal teams to bring accounts current.

The role emphasizes compliance with FDCPA and servicing regulations, with daily use of dialing systems and customer-facing communication. Join a growing team serving borrowers and investors.

Qualifications

• Knowledge of the Fair Debt Collection Practices Act (FDCPA).
• Experience with customer service in collections or loan servicing.
• Strong verbal communication and numerical skills.
• Ability to learn industry software and apply regulations.

Responsibilities

• Explain mortgage loan information and workout options to borrowers.
• Evaluate borrower's ability to pay and collect financial data.
• Counsel borrowers on repayment plans and available options.
• Use Aspect Dialer for inbound/outbound calls.
• Negotiate payment arrangements and prepare required documents.
• Provide support to inbound Customer Service on high-volume days.
• Ensure compliance with company policies and applicable laws.

Skills

FDCPA knowledge

Industry software

Verbal communication

Math skills

Learning ability

Education

High school diploma or equivalent

Tools

Aspect Dialer

Job description

Come join our amazing team and work at our office in Phoenix, AZ

JOB SUMMARY:

Responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. Contact borrowers in all stages of the delinquency cycle and negotiate payment arrangements to bring borrowers current. Assist borrowers that are more than 59 days delinquent and borrowers that are in foreclosure. In the event a borrower is unable to bring the account current, representatives thoroughly review the borrower’s current financial situation and offer additional options depending on the circumstance. Also provide support to inbound Customer Service on high inbound volume days. Individual must perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

This role generally performs work of low to moderate complexity. Incumbents are able to perform collections and customer service activities and may still be learning the more complex mortgage concepts and call types.

WHAT YOU'LL DO:

• 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.
• May need to escal
• 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.

WHAT YOU'LL NEED:

• 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.

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.