Specialist, Collections, V1

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

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

JOB SUMMARY:

As a Collections Specialist, you will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. Negotiate loan workouts and/or modifications, occasionally needing to refer the most complex situations to a higher level Late Stage Collections Specialist. 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 is the intermediate level of the Late Stage Collections Specialist job family, and incumbents generally perform work of moderate complexity. Incumbents are able to perform both the collections activities and loan workout/modification functions performed by the Late Stage Collections Specialist job family. This level of Late Stage Collections Specialist becomes the single point of contact for borrowers.The approved starting pay is $24.50 per hour plus a monthly bonus incentive.

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 and conducts manual outbound calls.
• Provides alternatives to borrowers who demonstrate the ability and/or inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiates reasonable payment arrangements with borrowers, assembles and provides the required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
• Functions as the single point of contact for a borrower.
• May need to escalates borrowers to a licensed Loss Mitigation associate for specific workout details.
• 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, and password resets.
• Respond to escrow, loss draft, and closing document inquiries.
• Provide status on a wide variety of loan servicing functions including loss draft, short sale,Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure-pending mortgages.
• Perform other duties as assigned.

What You’ll Need

• High school diploma or equivalent work experience
• Two (2) years of collections, loss mitigation, or single point of contact experience in a call center environment
• A minimum of two (2) years’ experience in the Banking, Mortgage/Loan Servicing industries
• Strong knowledge of the Fair Debt Collection Practices Act
• Strong 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
• Negotiation skills that allow the Late Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower
• Proficient higher-level math skills needed to calculate and communicate borrower payments.
• Ability to understand moderately complex collection issues and to collaborate and explore alternative solutions

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 4338
• Job Category Collections
• Posting Date 08/10/2026, 06:20 PM
• Degree Level High School Graduate
• Job Schedule Full time
• Locations 14647 S 50th St, Phoenix, AZ, 85044, US