Specialist, Loss Mitigation, V1

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 59,672,000 - 70,202,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts portal

Training programs

Employee referral bonuses

Educational reimbursement

Community foundation support

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a Loss Mitigation Specialist to educate borrowers on alternatives such as loan modifications, repayments, and reinstatements with the aim of retaining homeownership.

Starting pay is $24.50/hr plus a monthly performance bonus. The role requires mortgage industry knowledge and an active NMLS license within 6 months. Join a team focused on compliant, proactive borrower support.

Qualifications

• High school diploma or equivalent; some college preferred.
• 1+ years experience in collections, loss mitigation, or call center within a mortgage servicing environment.
• Full State NMLS licensing required within 6 months of entering this job.
• Knowledge of mortgage industry terminology; familiarity with Government programs FHA/VA/USDA/FNMA/FHLMC.
• Intermediate Microsoft Office proficiency.

Responsibilities

• Handle inbound calls to determine borrowers’ intent to retain property and discuss foreclosure alternatives.
• Outbound follow-up on loans in pipeline to collect signed trial agreements and final modification documents.
• Communicate approval or denial of a loss mitigation option and answer questions.
• Review hardship documentation to determine best workout option based on current finances.
• Engage borrowers in loss mitigation liquidation options for denials; provide title issue information affecting modifications.
• Maintain attendance to fulfill duties and responsibilities.
• Explain options and required actions to borrowers, including timing for actions by borrower and servicer.
• Notify Intake team of missing or unacceptable documents.
• Assist borrowers escalating complaints with Escalated Cases and MHA Help.
• Perform other duties as assigned.

Skills

Collections experience

Loss mitigation

Call center experience

NMLS licensing

Mortgage terminology knowledge

Microsoft Office

Negotiation skills

Education

High school diploma or equivalent

Tools

Microsoft Suite

Job description

Job Description

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

Job Summary As a Loss Mitigation Specialist, you will be responsible for educating borrowers on CMS’ Loss Mitigation alternatives with the objective of retaining home ownership and avoiding foreclosure, including Loan Modifications, Partial Claims, Repayment Plans, Forbearances and Reinstatements. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. 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 to determine borrowers’ intent to retain property, discuss foreclosure alternatives, and provide eligibility criteria/information,
• Make outbound calls on all assigned loans in pipeline to follow up on collection of signed trial agreements, repay agreements, and final loan modification documents.
• Communicate approval or denial of a loss mitigation workout option, and handle general questions regarding account information.
• Review borrowers’ financial hardship documentation to determine the best work-out option, depending upon their current financial status and whether it is a short-term or long-term hardship
• In a denial case, engage borrowers’ interest and participation in a loss mitigation liquidation option and route borrower to the loss mitigation liquidation team.
• Provide information to borrowers relating to Title issues that may be impeding finalization of a modification.
• Maintain consistent 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 when it appears that an error may have occurred in Intake regarding missing or unacceptable documents
• Being knowledgeable about the borrower’s situation and current status in the entire delinquency or imminent default resolution process, including any Loss Mitigation or non-foreclosure liquidation options.
• Assist borrowers who request to escalate 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, accounting or finance preferred.
• One (1) or more years’ 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 all Government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.
• Knowledge of Microsoft Suite at an intermediate level required
• Ability to understand opposing points of view on highly complex issues 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 ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly

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.

About Us

Carrington Mortgage Services is a fully integrated mortgage company with mortgage lending and servicing operations and an affiliated real estate brokerage. We are part of Carrington Holding Company, LLC , which owns and operates multiple businesses that cover virtually every aspect of single family residential real estate transactions.