Carrington Holding Company, LLC

Claims Specialist

• Prepare and file HUD/FHA home retention claims according to investor, insurer, and CMS guidelines
• Follow up semi-daily on outstanding claim proceeds
• Reconcile final claim proceeds against claimed amounts, paid amounts, outstanding loan indebtedness, escrow, and corporate advances
• Correct error files by cancelling claims and/or processing refund requests to HUD
• Provide posting instructions for claim proceeds within 24 hours of receipt
• Review, follow up, and ensure timely and accurate completion of scheduled steps
• Input completion dates when actions occur and modify scheduled dates with approval when necessary
• Perform daily routine follow-up
• Keep the Supervisor informed of claim denials, curtailments, processing delays, and other trends or problems
• Document servicing, actions, delays, follow-up, and phone conversations in system notes
• Ensure claim documents are imaged timely
• Maintain and control the HUD audit file
• Perform other duties as assigned

Loss Mitigation FHA Claims Specialist

General

• Prepare and file FHA/HUD home retention claims according to investor, insurer, and CMS guidelines
• Follow up semi-daily on outstanding claim proceeds
• Reconcile final claim proceeds with amounts claimed, paid, and outstanding loan indebtedness, including escrow and corporate advances
• Correct error files by cancelling claims and/or processing HUD refund requests
• Provide posting instructions for claim proceeds within 24 hours of receipt
• Review, follow up, and ensure timely completion of scheduled steps
• Update completion dates when actions occur and modify future dates with approval when necessary
• Perform daily routine follow-up
• Inform the Supervisor of trends and problems, including claim denials, curtailments, and processing delays
• Document servicing, actions, delays, follow-up, and phone conversations in system notes
• Ensure claim documents are imaged timely
• Maintain and control the HUD audit file
• Perform other assigned duties

Specialist, Loss Mitigation FHA Claims

Collections

• Explain detailed mortgage loan information, including the HUD Waterfall, mortgage loan information, and loan workout and modification options
• Evaluate borrowers’ ability to pay and collect appropriate financial information in compliance with regulations
• Counsel borrowers on alternative solutions
• Conduct inbound and outbound calls using the Aspect Dialer and manual outbound calls
• Offer loan modifications, short sales, Deed in Lieu of Foreclosure, and possible refinancing
• Negotiate payment arrangements and assemble required Request for Mortgage Assistance documents
• Serve as the single point of contact for borrowers
• Escalate borrowers to licensed Loss Mitigation associates for specific workout details
• Provide payment, payoff, servicing, short sale, REO, escrow, loss draft, closing document, and refinance/modification information
• Process payments and assist with loan servicing website access and payments
• Perform other duties as assigned

Late Stage Collections Specialist, II

Loan Specialist

• Provide ongoing support for special loan products, including loan modifications, ARM loans, SCRA adjustments, and assumptions
• Update servicing-system data fields for compliance and special-loan changes
• Research and make accurate, timely system changes for investor, customer, and internal requests
• Review and maintain ARM contracts, indexes, and balloon plans; create contracts when needed
• Maintain daily index values and populate ARM indices to support payment calculations and notifications
• Audit pending payment changes and future payment-change notifications
• Assist CMS departments with special-loan inquiries, including modification-related issues
• Audit the loan servicing portfolio for loans requiring SCRA protection and send coverage letters
• Research SCRA compliance and update the servicing system
• Process assumption requests, create and send assumption packages, and follow up on approvals
• Review HAMP modifications for principal reduction, borrower incentives, and recast eligibility
• Monitor, review, and complete 203k processes for acquired loans
• Identify policy and procedure gaps and recommend updates to management

Loan Servicing Specialist

Business Intelligence Developer

• Develop and maintain moderately complex reports and dashboards
• Perform in-depth data analysis and identify trends to support decision-making within the Mortgage Lending Division
• Collaborate with business units and cross-functional teams to gather reporting requirements and deliver actionable insights
• Coordinate regulatory reporting requirements, including HMDA, Fair Lending Analysis, and state and federal reporting
• Ensure reporting timeliness and accuracy, respond to findings, and provide supporting data to internal committees
• Analyze data for trends, variances, and operational improvement opportunities
• Validate and analyze reportable data and develop exception reports
• Develop and maintain recurring and ad hoc reports using BI tools
• Automate manual reporting processes
• Support development of a data dictionary for Mortgage Lending data
• Document report procedures and processes
• Train and support business users on reporting tools

Business Intelligence Analyst, MLD II

Customer Support

• Research, resolve, and respond to escalated or complex customer complaints received by phone, mail, email, fax, social media, and third-party agencies
• Interface with customers and customer representatives regarding escalated complaints
• Determine and communicate next steps
• Track and research customer complaints
• Provide clear, complete, timely, and professional written responses
• Engage internal and external resources to support complaint resolution
• Maintain accurate and complete documentation records
• Assist in remediation efforts to prevent repeat complaints and reduce complaint volume
• Partner with inside and outside litigation counsel and provide required documentation
• Perform duties according to company guidelines and applicable federal, state, and local regulations

Customer Service Advocate

QA Engineer

• Review FHA Part A mortgage insurance claims for accuracy within investor/insurer timeframes
• Complete quality checks using scorecards and/or checklists to identify claim errors
• Communicate correction requests to the claim filing team and ensure timely, accurate completion
• Document systems with appropriate tasking and comments
• Verify accurate dates and information on Part A claim forms
• Review foreclosure and default timeframes and include applicable extensions
• Enforce company procedures regarding curtailment of interest
• Ensure required documentation is included in claim files
• Finalize and submit claims to the agency for payment
• Escalate trends and issues identified during quality reviews

Analyst, Default FHA Claims QA

• Educate borrowers on Carrington Mortgage Services’ loss mitigation alternatives to retain home ownership and avoid foreclosure
• Handle inbound calls and internal transfers to determine borrowers’ intentions and discuss foreclosure alternatives
• Make outbound calls regarding signed trial agreements, repayment agreements, and final loan modification documents
• Communicate approval or denial of loss mitigation workout options and answer account questions
• Review financial hardship documentation to determine appropriate workout options
• Engage borrowers in loss mitigation liquidation options and route them to the liquidation team when appropriate
• Provide information about title issues affecting modification finalization
• Communicate available delinquency or imminent-default resolution options, requirements, timelines, and evaluation status
• Notify the Intake team about potentially missing or unacceptable documents
• Maintain knowledge of the borrower’s status throughout the delinquency or imminent-default resolution process
• Assist borrowers escalating complaints or disputing non-approval reasons
• Maintain consistent attendance and perform other duties as assigned

Loss Mitigation Specialist

Analyst

• Lead end-to-end implementation and integration efforts for new products, platforms, and technologies
• Partner with business leaders to identify process improvement, automation, and technology enablement opportunities
• Evaluate business requirements and translate them into actionable implementation plans
• Align operational, technical, compliance, and executive stakeholders
• Independently manage high-visibility, enterprise-wide initiatives
• Develop project plans, timelines, risk mitigation strategies, and executive reporting materials
• Coordinate activities across departments, vendors, and technology teams
• Ensure projects are delivered on schedule, within scope, and aligned with business objectives
• Support evaluation, implementation, and adoption of AI-powered solutions and emerging technologies
• Perform business impact assessments and develop executive recommendations
• Identify technology use cases that improve operational efficiency, customer experience, and decision-making
• Monitor industry trends and emerging capabilities
• Gather and document business requirements, operational workflows, and process gaps
• Conduct impact analyses and develop solution design recommendations
• Create business cases and ROI assessments
• Prepare executive presentations, status updates, and strategic recommendations
• Present findings, risks, and opportunities to senior leadership
• Collaborate with vendors and technology partners during evaluation and implementation
• Monitor project deliverables and vendor performance
• Facilitate issue resolution and escalation management
• Support organizational readiness and develop implementation strategies to maximize adoption and business value
• Assist with training, communications, and post-launch support

Senior LS Product Integration Analyst

• Support the Mortgage Lending Division by producing routine reports, dashboards, and data extracts accurately and on time
• Collaborate with team members to understand business metrics and reporting needs
• Maintain scheduled reports and automate them as appropriate
• Validate and analyze report data to ensure accuracy
• Support operational and ad-hoc reports and data extracts
• Document procedures and processes for assigned reports
• Conduct manual data reviews to answer business questions, identify trends, or respond to audit issues
• Develop business knowledge to better understand and serve business customers

Business Intelligence Analyst, MLD, I

• Answer incoming calls via an Automated Call Distribution system from borrowers and third parties regarding existing mortgage loans
• Provide accurate and timely information courteously and professionally while pursuing first-call resolution
• Escalate complex calls to qualified team members
• Set up and route process tasks and contact supporting departments by email or phone to resolve calls
• Track, follow up, and complete customer callbacks
• Collect payments when necessary and appropriate
• Document call details, customer comments, and follow-up dates in the mortgage servicing system
• Perform duties in accordance with company policies, procedures, and applicable US state and federal laws and regulations

Customer Service Specialist

Supervisor

• Oversee and monitor employees’ performance to ensure adherence to post NOI Pre-Foreclosure due-diligence, audit requirements and timelines, and conformity to policies and procedures
• Collaborate with other departments to identify and implement process improvement strategies
• Ensure staff accurately perform itemized foreclosure referral checklist to substantiate eligibility for first legal action
• Manage projects for implementing statutory changes in pre-foreclosure delinquency notifications
• Review exception reporting specific to eligibility of files ready for First Legal
• Prepare and review daily delinquency reports
• Develop relationships and partner with internal departments to maximize efficiencies and effectiveness across departments
• Supervise the daily workflow of staff and ensure corporate standards are consistently followed
• Coordinate with breach and foreclosure validation teams to ensure adherence to deadlines
• Perform other duties and work on special projects as assigned

Supervisor, Pre-Foreclosure

AI Engineer

• Define, document, and govern the secure-by-default foundation for the company's AI program
• Design and document secure-by-default reference architecture for AI workloads on Microsoft Azure
• Architect and operate production AI workloads on Azure AI Foundry, including model deployment, evaluation, and monitoring
• Establish and operate an end-to-end AI governance framework covering intake, risk classification, audit trails, and executive reporting
• Define security standards for MCP servers and curate the approved tool library
• Design enterprise landing-zone and Well-Architected patterns for AI, including management structure, policy guardrails, networking, and cost/quota strategy
• Implement identity and access architecture using Microsoft Entra ID, RBAC, managed identities, and conditional access
• Define retrieval and data architecture patterns including RAG, Azure AI Search, embeddings, chunking, and retrieval-quality evaluation
• Apply Microsoft Purview, custom Azure Policy, and Defender for Cloud to AI workloads
• Document every production AI workload, including ownership, models, data, controls, evaluation, and runbooks
• Author architecture decision records, architecture briefs, and board-ready risk language
• Partner with engineering to onboard teams to the reference architecture and tool library and review designs for security and compliance
• Stay current with Azure AI, agent frameworks, and AI governance standards
• Provide technical leadership and mentorship across the AI program
• Ensure compliance with data privacy, security, and AI governance requirements