Late Stage Collections Supervisor (11am-8pm EST)

About the role

The Late Stage Supervisor is responsible for supervising a staff of Late Stage Collections Specialists in the day-to-day operations of late stage (60+ days) Mortgage Loan Collections. Performs all duties in accordance with all company guidelines and applicable federal, state, and local regulations.

What You'll Do

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Oversees the daily operation of Collections; provides guidance and direction in daily work flow and volume.
• Communicates and publicizes to the group the daily work goals, changes, and any fluctuations to staff.
• Assists Late Stage Collections Specialists with escalation calls, addresses complaints, and resolves problems.
• Reviews and revises daily productivity reports.
• Performs monthly loan file audits to validate Late Stage Collections Specialist work effort and effectiveness.
• Reviews and refers loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure.
• Reviews and trains Late Stage Collections Specialists in any new changes to processes and/or procedures as needed.
• Reviews monthly quality control audits for staff members.
• Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues.
• Develops call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency.
• Audits and recovers reversals of borrower payments to ensure reduction in company payout.
• Conducts side-by-side training sessions as needed.
• Attends management meetings in absence of Manager.
• Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities.

Qualifications

• 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 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.
• 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.

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

Pay

The target salary range for this position is $52,000.00 - $65,000.00 per year plus monthly bonus.