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Early Stage Collections Specialist, I
Carrington Holding Company, LLC. Counsel borrowers on methods for bringing loans current or exploring alternative solutions .
About the role
Key responsibilities & impact- Counsel borrowers on methods for bringing loans current or exploring alternative solutions
- Contact borrowers in the early delinquency stages of 1–59 days
- Negotiate payment arrangements to bring borrowers current
- Review borrowers’ financial situations and offer appropriate options
- Support inbound Customer Service on high-volume days
- Evaluate borrowers’ ability to pay and collect financial information
- Educate borrowers about repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and refinancing
- Use the Aspect Dialer for inbound and outbound calls
- Initiate and explain documents for Request for Mortgage Assistance packages
- Serve as a possible single point of contact for borrowers
- Escalate borrowers to licensed Loss Mitigation associates when needed
- Provide payment and payoff statuses, verify payment history and servicer information, and process payments
- Assist with servicing website payments, denied access, and password resets
- Respond to escrow, loss draft, and closing document inquiries
- Provide status on payment/credit disputes, escrow refunds/shortages, loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, repayment plans, and other mortgage servicing activities
Requirements
What you’ll need- High school diploma or equivalent work experience
- Less than one (1) year collections experience in a customer service/call center environment and/or loan servicing experience
- Experience in the Banking, Mortgage/Loan Servicing industries preferred
- English/Spanish bilingual ability qualifies for an additional hourly differential
- Compliance with applicable US state and federal laws and regulations
Benefits
Comp & perks- Comprehensive healthcare plans for you and your family
- Discretionary 401(k) match of 50% of the first 4% of pay contributed
- Fitness, restaurant, retail, and other discounts through the employee portal
- Customized training programs
- Employee referral bonuses
- Educational reimbursement
- Carrington Charitable Foundation community initiatives
- Additional $1.50 per hour for fully bilingual English/Spanish employees
- Monthly incentive bonus