Specialist, Collections, V1

Come join our amazing team and work at our office in Phoenix, AZ.

About the role

As a Collections Specialist, you will counsel borrowers on methods for bringing their loan current and/or exploring alternative solutions. You will negotiate loan workouts and/or modifications, occasionally referring the most complex situations to a higher-level Late Stage Collections Specialist. This role is the intermediate level of the Late Stage Collections Specialist job family, serving as the single point of contact for borrowers. You will perform work of moderate complexity, handling both collections activities and loan workout/modification functions in compliance with company policies, procedures, and all applicable U.S. state and federal laws and regulations.

The approved starting pay is $24.50 per hour plus a monthly bonus incentive.

Responsibilities

• Explain detailed mortgage loan information to borrowers, including the HUD Waterfall, mortgage loan details, and loan workout and modification options.
• Evaluate and determine the borrower’s ability to pay, collecting appropriate financial information in a courteous and professional manner, striving for first-call resolution and compliance with all applicable regulations.
• Counsel borrowers on their options through education of alternative solutions.
• Contact borrowers using an automated dialing system (Aspect Dialer) for both inbound and outbound calls, and conduct manual outbound calls.
• Provide alternatives to borrowers who demonstrate the ability and/or inability to pay, including loan modifications, short sales, Deed in Lieu of Foreclosure, and/or refinancing options.
• Negotiate reasonable payment arrangements with borrowers and assemble required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies.
• Serve as the single point of contact for borrowers; escalate complex cases to a licensed Loss Mitigation associate as needed.
• Provide status updates on payments, payoff inquiries, short sale requests, and vendor information for Real Estate Owned (REO) properties.
• Verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, access issues, and password resets.
• Respond to escrow, loss draft, and closing document inquiries.
• Provide status updates on a variety of loan servicing functions, including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, repayment plans, and foreclosure-pending mortgages.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent work experience.
• Two (2) years of collections, loss mitigation, or single point of contact experience in a call center environment.
• A minimum of two (2) years’ experience in the Banking, Mortgage/Loan Servicing industries.
• Strong knowledge of the Fair Debt Collection Practices Act.
• Strong knowledge of relevant and industry-specific computer software packages.
• Excellent verbal communication skills, with the ability to express ideas clearly, accurately, and quickly.
• Proven negotiation skills to control calls and achieve resolutions beneficial to both the company and the borrower.
• Proficient higher-level math skills to calculate and communicate borrower payments.
• Ability to understand moderately complex collection issues and explore alternative solutions.

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.

Pay

$24.50 per hour plus a monthly bonus incentive.