Hybrid Early Stage Collections Specialist, I

Come join our amazing team and work a hybrid schedule!

The Early Stage Collections Specialist I will be responsible for counseling 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 arrangement to bring borrowers current. In the event a borrower is unable to bring the account current, representatives thoroughly review the borrower’s current financial situation and offer additional options depending on the circumstance. They also provide support to inbound Customer Service on high inbound volume days. Individual must 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 generally performs work of low to moderate complexity. Incumbents are able to perform collections and customer service activities and may still be learning the more complex mortgage concepts and call types. The pay for this position is $21.50 per hour plus a monthly incentive. An additional $1.50 per hour can be added, if you are bilingual English/Spanish.

What you’ll do:

• 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.
• 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.

What you'll need:

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

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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.