Hybrid Bilingual Early Stage Collections Specialist, I

Come join our amazing team and work a hybrid schedule!

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 the circumstance. 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 help determine the borrower’s ability to pay, collecting appropriate financial information courteously and professionally while 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 initiate/explain required documents to complete a borrower’s “Request for Mortgage Assistance” package in compliance with department policies.
• Serve as the single point of contact for borrowers when needed, escalating to a licensed Loss Mitigation associate for specific workout details.
• Provide status updates on payments, payoff inquiries, payment history, and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access issues, and password resets.
• Respond to escrow, loss draft, and closing document inquiries.
• Provide status on a variety of servicing functions, including payment/credit disputes, escrow refunds/shortages, loss draft, short sale, 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, or loan servicing industries preferred.

Pay

$23.50 per hour plus a monthly incentive bonus. An additional $1.50 per hour is available if you are fully bilingual (English/Spanish).

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.