Early Stage Collections Supervisor

About the role

Supervises a staff of Early Stage Collections Specialists in the day-to-day operations of Early Stage (less than 59 days) Mortgage Loan Collections. Performs all duties in accordance with company guidelines and applicable federal, state, and local regulations.

Responsibilities

• Carry out supervisory responsibilities including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Oversee the daily operation of Early Stage Collections; provide guidance and direction in daily workflow and volume.
• Communicate daily work goals, changes, and fluctuations to staff.
• Assist Early Stage Collections Specialists with escalation calls, address complaints, and resolve problems.
• Review and revise daily productivity reports.
• Perform monthly loan file audits to validate Early Stage Collections Specialist work effort and effectiveness.
• Review and refer loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure.
• Review and train Early Stage Collections Specialists in any new changes to processes and/or procedures as needed.
• Review monthly quality control audits for staff members.
• Review daily and monthly Call Monitoring reports and work with staff to correct outstanding issues.
• Develop call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency.
• Audit and recover reversals of borrower payments to ensure reduction in company payout.
• Conduct side-by-side training sessions as needed.
• Attend management meetings in absence of Manager.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Perform other duties and special projects as assigned.

Requirements

• 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.
• 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.
• Ability 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 a 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.

Pay

The approved target pay range for this position is $50,000.00/year to $65,000.00/year plus a monthly incentive bonus.

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 the employee portal.
• Customized training programs to help advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Carrington Charitable Foundation contributions to the community through supported causes.