Hybrid Early Stage Collections Specialist, II

About the role

The Early Stage Collections Specialist II will work a hybrid schedule and be responsible for various tasks related to early-stage loan counseling and negotiation.

Responsibilities

• Explain detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options.
• Evaluate and help determine the borrower’s ability to pay and collect appropriate financial information in a courteous and professional manner.
• Counsel borrowers on their options through education of alternative solutions.
• Contact borrowers using an automated dialing system for both inbound and outbound calls.
• Negotiate reasonable payment arrangements with borrowers, initiate and explain required documents to complete a borrower “Request for Mortgage Assistance” package.
• Provide alternatives to borrowers who demonstrate the ability or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Control the call and come to a proper resolution for both the company and the borrower.
• 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, vendors for REO properties, modification/refinance requests, repayment plans, and additional mortgages activities.
• 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.

Requirements

• Knowledgeable of investor hierarchies for loss mitigation options.
• Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
• Knowledge of relevant and industry-specific computer software packages.
• Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Basic to Intermediate math skills (i.e., add, subtract, multiply, and divide and to record, balance, and check results for accuracy).
• Ability to understand basic collection issues and to collaborate and explore alternative solutions.
• Ability to apply state, federal and company requirements and make proper decisions.
• Ability to organize thoughts and ideas into understandable terminology.
• Negotiation skills that allow the Early Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
• One (1) year collections experience in a customer service/call center environment and/or loan servicing experience.
• A minimum of one (1) year of experience in the Banking, Mortgage/Loan Servicing industries preferred.

Qualifications

• High school diploma or equivalent work experience.

Skills

• Knowledge of investor hierarchies for loss mitigation options.
• Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
• Knowledge of relevant and industry-specific computer software packages.
• Strong verbal communication skills.
• Basic to Intermediate math skills.
• Ability to understand basic collection issues and to collaborate and explore alternative solutions.
• Ability to apply state, federal and company requirements and make proper decisions.
• Ability to organize thoughts and ideas into understandable terminology.
• Negotiation skills.

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 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.
• Education Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.

Pay

$24.50 per hour + monthly incentive. An additional $1.50 per hour can be added, if you are bilingual English/Spanish.

Schedule

Hybrid schedule.