Specialist, Collections, V1

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 51,000 - 63,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Employee discounts

Customized training programs

Employee referral bonuses

Educational Reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services, LLC is seeking a Loss Mitigation Specialist in Phoenix, AZ to educate borrowers on loss mitigation alternatives and help retain home ownership, including loan modifications, repayment plans, forbearances, and reinstatements.

The role involves inbound/outbound calls, evaluating hardship documentation, and guiding borrowers through the process while complying with policies and laws. Starting pay is $24.50/hr plus a monthly performance bonus.

Qualifications

• High school diploma or equivalent required.
• Some college courses in business, accounting or finance preferred.
• One or more years of experience in collections, loss mitigation or call center within a mortgage servicing environment required.
• Full State NMLS licensing required within 6 months of entering this job.
• Knowledge of mortgage industry terminology preferred.
• Working knowledge of Government program requirements and timelines (FHA, VA, USDA, FNMA, FHLMC).
• Knowledge of Microsoft Suite at an intermediate level required.

Responsibilities

• Handle inbound calls and determine borrowers’ intent to retain property and discuss foreclosure alternatives.
• Make outbound calls on assigned loans to follow up on signed trial agreements, repayment plans, and final loan modification documents.
• Communicate approval or denial of loss mitigation workout options and answer questions about account information.
• Review hardship documentation to determine best workout option based on current financial status.
• Engage borrowers in loss mitigation liquidation options in denial cases and route to liquidation team.

Skills

Collections experience

Loss mitigation

Call center experience

NMLS licensing

Education

High school diploma or equivalent

Some college courses in business, accounting or finance

Tools

Microsoft Office

Job description

Come join our amazing teamand work at our office in Phoenix, AZ

Job Summary

As a Loss Mitigation Specialist, you will be responsible foreducating borrowers on CMS’Loss Mitigationalternatives with theobjectiveofretaininghome ownership and avoiding foreclosure, including Loan Modifications, Partial Claims,Repayment Plans,Forbearancesand Reinstatements.Perform all dutiesin accordance withthe company’s policies and procedures, all US state and federal laws and regulations, wherein the companyoperates.The approved starting pay for this role is $24.50/hr plus a monthly performance bonus.

What You'll Do

Handle inbound calls routed through IVR as well as internal transfers todetermineborrowers’ intent toretainproperty, discuss foreclosure alternatives, and provide eligibility criteria/information,

Makeoutbound calls on all assigned loans in pipeline to follow up oncollection of signed trial agreements,repay agreements,and final loan modification documents.

Communicate approvalor denial of a loss mitigation workoutoption,andhandlegeneral questionsregardingaccount information.

Review borrowers’ financial hardship documentation todeterminethe best work-outoption, depending upon their current financial status and whether it is a short-term or long-term hardship

In a denial case, engageborrowers’ interest and participation in a loss mitigation liquidationoptionand route borrower to the loss mitigation liquidation team.

Provide information toborrowersrelating to Title issues that may be impeding finalization of a modification.

Maintainconsistent attendance to ensure fulfillment of essential duties and responsibilities.

Communicate the options available to the borrower for resolving the delinquency or imminent default, the actions the borrower must take to be considered for those options, the timing requirements for completion of actions by the borrower and the servicer, and the status of the servicer’s evaluation of the borrower for those options.

Notify the Intake team whenit appears that an errormay have occurred in Intakeregardingmissing or unacceptable documents

Being knowledgeable about the borrower’s situation andcurrent statusin the entire delinquency or imminent default resolution process, including anyLoss Mitigationor non-foreclosure liquidation options.

Assistborrowers who request to elevate a complaint or dispute a reason for non-approval, in contacting the servicer’s staff handling Escalated Cases and, upon request, must provide contact information for MHA Help

Perform other duties as assigned.

What You'll Need

High school diploma or equivalent required.Some college courses in business,accountingor finance preferred.

One (1) or moreyears’experience in collections,lossmitigation or call center within a mortgage servicing environmentrequired.

Full StateNMLS licensingrequiredwithin 6 months of entering this job.

Knowledge of mortgage industry terminology preferred

Working knowledge of allGovernmentprogram requirements and timelines, includingFHA, VA, USDA,FNMAand FHLMC.

Knowledge of Microsoft Suite atan intermediate levelrequired

Ability to understand opposing points of view onhighly complexissues and to negotiate and integrate different viewpoints

Ability to make decisions that have significant impact on the department’s credibility, operations, and services

Ability to organize and prioritize own work schedule on a short-term basis (longer than one month) and within allotted work schedule timelines

Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy

Ability to express or exchange ideasby means ofthe spoken word, communicating orally with others accurately, audibly, and quickly

Our Company:

Carrington Mortgage Servicesis 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.

Job Info

• Job Identification 4512
• Job Category Collections
• Posting Date 09/30/2026, 05:51 PM
• Degree Level High School Graduate
• Job Schedule Full time
• Locations 14647 S 50th St, Phoenix, AZ, 85044, US