Early Stage Collections Specialist Team Lead

• Conduct and manage the new hire training sessions (“training bays”) and ensure new associates are properly prepared and ready for their identified Loan Counselor level on the floor.
• Function as the “Floor Coach” specifically during “training bay” periods and then continually throughout a Loan Counselors career on the floor.
• Observe and identify coaching opportunities, provide feedback and ensure department expectations are upheld.
• Develop and facilitate training sessions for identified training gaps and alter existing training as needed.
• Provide side by side and one-on one coaching and training as needed.
• Assist with directing workflow in department.
• Handle escalated calls and update escalation tracker within 24-48 hours.
• Monitor identified Key Performance Indicators (“KPIs”) to ensure performance levels are at appropriate levels and adjust training as needed to continually improve.
• Conduct department refresher training as needed.
• Build a strong rapport with the other departments within the Loan Servicing Division to ensure excellent communication across cross functional departments.
• Perform data analysis, reporting, and process flows to identify process improvement opportunities and to meet regulatory and compliance requirements.
• Create and maintain documentation of processes, reports, applications, and procedures as per department policy.
• Draft and complete initial response(s) on external or internal QC/Audit findings.
• Provide recommendations for cost savings, productivity improvements, and/or efficiencies at Carrington.
• Perform daily department administrative functions as needed.

Requirements

• High school diploma or equivalent work experience
• Four (4) plus years of collections, loss mitigation, or single point of contact experience in a call center environment
• A minimum of 4 years’ experience in the Banking, Mortgage/Loan Servicing and Financial Services industries.

Skills

• Excellent knowledge of Fair Debt Collection Practices Act
• Proficient on all relevant and industry-specific computer systems used within collections
• Excellent verbal communication skills – ability to express or exchange ideas verbally with others accurately, audibly, and timely
• Excellent negotiation skills and the ability to teach others how to strengthen theirs
• Proficient higher level math skills needed to calculate borrower payments and other conditions of a loan workout or modification.
• Ability to understand complex collection issues and to collaborate and explore alternative solutions
• Proficient in MS Office with advanced skills in Excel and Visio.

Pay

• The target pay range for this position is $24.00 to $32.00 per hour.

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.