Hybrid Late Stage Collections Specialist, I

Come join our amazing team and work a hybrid schedule!

About the role

This is the first level of the Loan Counselor job family. Incumbents generally perform work of low to moderate complexity, handling collections activities while learning loan workout functions. The pay for this position is $23.50 per hour plus a monthly incentive, with an additional $1.50 per hour pay differential for being fully bilingual (English/Spanish).

Responsibilities

• Explain detailed mortgage loan information to borrowers, including the HUD Waterfall, loan workout, and modification options.
• Evaluate and determine borrowers’ ability to pay, collecting financial information courteously and professionally while striving for first-call resolution in compliance with regulations.
• Counsel borrowers on alternative solutions through education and guidance.
• Contact borrowers using an automated dialing system (Aspect Dialer) for inbound and outbound calls, as well as manual outbound calls.
• Provide alternatives to borrowers, such as loan modifications, short sales, Deed in Lieu of Foreclosure, or refinancing options.
• Negotiate reasonable payment arrangements and assemble required documents for borrower “Request for Mortgage Assistance” packages in compliance with policies.
• Serve as the single point of contact for borrowers when needed; escalate cases to licensed Loss Mitigation associates for specific workout details.
• Provide status updates on payments, payoff inquiries, short sale requests, vendor information for REO properties, payment history, and new servicer contact details.
• Assist with loan servicing website payments, access issues, and password resets.
• Respond to escrow, loss draft, and closing document inquiries.
• Provide status on loan servicing functions, including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment disputes, escrow refunds, repayment plans, and foreclosure-related down payments.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent work experience.
• Less than one year of collections experience in a customer service/call center environment and/or loan servicing experience.
• Experience in banking, mortgage, or loan servicing industries preferred.
• Knowledge of or ability to learn the Fair Debt Collection Practices Act.
• Familiarity with relevant industry-specific computer software packages.
• Strong verbal communication skills—ability to express ideas clearly, accurately, and quickly.
• Basic to intermediate math skills (addition, subtraction, multiplication, division, and accuracy in recording/balancing results).
• Ability to understand basic collection issues and explore alternative solutions.
• Ability to apply state, federal, and company requirements to make informed decisions.
• Ability to organize thoughts and ideas into understandable terminology.

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