Late Stage Collections Supervisor

Carrington Mortgage • Westfield, MA

17h • $52,000 - $65,000 • Hybrid

About The Position

Come join our amazing team and work a hybrid schedule! The Late Stage Supervisor is responsible for supervising a staff of Late Stage Collections Specialists in the day-to-day operations of late stage (60+days) Mortgage Loan Collections. Performs all duties in accordance with all company guidelines and applicable federal, state, and local regulations. The target salary range for this position is $52,000.00 - $65,000.00 per year plus monthly bonus. What you’ll do: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems. Oversees the daily operation of Collections; provides guidance and direction in daily work flow and volume. Communicates and publicizes to the group the daily work goals, changes, and any fluctuations to staff. Assists Late Stage Collections Specialists with escalation calls, addresses complaints, and resolves problems. Reviews and revises daily productivity reports. Performs monthly loan file audits to validate Late Stage Collections Specialist work effort and effectiveness. Reviews and refers loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure. Reviews and trains Late Stage Collections Specialists in any new changes to processes and/or procedures as needed. Reviews monthly quality control audits for staff members. Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues. Develops call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency. Audits and recovers reversals of borrower payments to ensure reduction in company payout. Conducts side-by-side training sessions as needed. Attends management meetings in absence of Manager. Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities Knowledge of the Fair Debt Collection Practices Act required. Knowledge of Microsoft Suite required; intermediate skill level preferred. Knowledge of relevant industry-specific software packages required; advanced negotiation skills preferred. Ability to understand complex problems and to collaborate and explore alternative solutions. bility to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit. Ability to organize thoughts and ideas into understandable terminology. Ability to organize and prioritize work schedules of others on short-term basis. 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.

Requirements

• Knowledge of the Fair Debt Collection Practices Act required.
• Knowledge of Microsoft Suite required; intermediate skill level preferred.
• Knowledge of relevant industry-specific software packages required; advanced negotiation skills preferred.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• bility to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to organize and prioritize work schedules of others on short-term basis.
• 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.
• High school diploma or equivalent required; some college courses in management/leadership training; writing and communication or specialized courses in mortgage banking industry preferred.
• Five-plus (5+) years of related experience required, preferably in a collections/call center environment.

Responsibilities

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Oversees the daily operation of Collections; provides guidance and direction in daily work flow and volume.
• Communicates and publicizes to the group the daily work goals, changes, and any fluctuations to staff.
• Assists Late Stage Collections Specialists with escalation calls, addresses complaints, and resolves problems.
• Reviews and revises daily productivity reports.
• Performs monthly loan file audits to validate Late Stage Collections Specialist work effort and effectiveness.
• Reviews and refers loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure.
• Reviews and trains Late Stage Collections Specialists in any new changes to processes and/or procedures as needed.
• Reviews monthly quality control audits for staff members.
• Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues.
• Develops call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency.
• Audits and recovers reversals of borrower payments to ensure reduction in company payout.
• Conducts side-by-side training sessions as needed.
• Attends management meetings in absence of Manager.
• Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities

Benefits

• 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.

What This Job Offers

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