Hybrid Early Stage Collections Specialist, I

Carrington Mortgage • Orange, CA

20h • Hybrid

About The Position

The Early Stage Collections Specialist will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. This role involves contacting borrowers in the early stages (1-59 days) of delinquency to negotiate payment arrangements. If a borrower cannot bring their account current, representatives will review their financial situation and offer additional options. The specialist will also provide support to inbound Customer Service during high volume periods. All duties must be performed in accordance with company policies, and federal and state laws and regulations. This role handles work of low to moderate complexity, where incumbents can perform collections and customer service activities, and may still be learning more complex mortgage concepts.

Requirements

• 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.

Nice To Haves

• Experience in the Banking, Mortgage/Loan Servicing industries preferred.

Responsibilities

• Counsel borrowers on methods for bringing their loan current and/or exploring alternative solutions.
• Contact borrowers in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangements.
• Review borrower’s current financial situation and offer additional options when they are unable to bring the account current.
• Provide support to inbound Customer Service on high inbound volume days.
• Evaluate and help determine the borrower’s ability to pay, and collect appropriate financial information in a courteous and professional manner, striving for first-call resolution and in compliance with all applicable regulations.
• Counsel borrowers on their options through education of alternative solutions.
• Contact 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 escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status on payments and payoff inquiries; verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access, password resets.
• Respond to escrow, loss draft and closing document inquiries.
• 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, repayment plans, and additional mortgages activities.

Benefits

• Comprehensive healthcare plans for you and your family.
• 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.
• Educational Reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees