Early Stage, Collections Specialist I (HYBRID - 11am to 8pm shift)

Come join our amazing team and work a hybrid schedule in Franklin!

About the role

The Early-Stage Collections Specialist will counsel borrowers on methods for bringing their loan current and/or exploring alternative solutions. You will contact borrowers in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangements to bring borrowers current. If a borrower is unable to bring the account current, you will thoroughly review their financial situation and offer additional options based on their circumstances. You will also provide support to inbound Customer Service on high-volume days. This role performs work of low to moderate complexity, focusing on collections and customer service while learning more complex mortgage concepts and call types.

Responsibilities

• Evaluate and determine the borrower’s ability to pay, collecting appropriate financial information courteously and professionally, striving for first-call resolution in compliance with all applicable regulations.
• Counsel borrowers on their options by educating them on alternative solutions.
• Contact borrowers using an automated dialing system (Aspect Dialer) for both inbound and outbound calls.
• Provide alternatives to borrowers who demonstrate the ability or inability to pay, including repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and refinancing options.
• Negotiate reasonable payment arrangements and explain required documents to complete a borrower’s “Request for Mortgage Assistance” package in compliance with department policies.
• Act as the single point of contact for borrowers when needed.
• Escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status updates on payments and payoff inquiries, verify payment history, and update new servicer contact information.
• Process payments and assist with loan servicing website issues, such as denied access or password resets.
• Respond to escrow, loss draft, and closing document inquiries.
• Provide status updates on a variety of servicing functions, including payment/credit disputes, escrow refunds/shortages, loss drafts, short sales, Deed in Lieu of Foreclosure, modification/refinance requests, repayment plans, and other mortgage activities.

Requirements

• High school diploma or equivalent work experience.
• Less than one (1) year of collections experience in a customer service/call center environment and/or loan servicing experience.
• Experience in the Banking, Mortgage/Loan Servicing industries preferred.

Pay

The target pay for this position is $23.50/hour plus a monthly incentive bonus. An additional $1.50/hour will be added for working the 11:00 AM - 8:00 PM CST shift.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to fitness, restaurant, retail, and other discounts through our employee portal.
• Customized training programs to help advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Contributions to the community through the Carrington Charitable Foundation, supporting causes aligned with employee interests.