Hybrid Early Stage Collections Supervisor

Hybrid Early Stage Collections Supervisor

Join Carrington Holding Company, LLC as a Hybrid Early Stage Collections Supervisor.

The early stage collections specialist supervisor is responsible for supervising a staff of Early Stage Collections Specialists in day‑to‑day operations of Early Stage (less than 59 days) Mortgage Loan Collections. Performs all duties in accordance with company guidelines and applicable federal, state, and local regulations. Approved target pay range: $68,640 to $71,500 plus a monthly incentive.

• Carry 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.
• Oversee the daily operation of Early Stage Collections; provide guidance and direction in daily workflow and volume. Communicate and publicize daily work goals, changes, and any fluctuations to staff.
• Assist Early Stage Collections Specialists with escalation calls, address complaints, and resolve problems.
• Review and revise daily productivity reports.
• Perform monthly loan file audits to validate Early Stage Collections Specialist work effort and effectiveness.
• Review and refer loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure.
• Review and train Early Stage Collections Specialists on new changes to processes and/or procedures as needed. Review monthly quality control audits for staff members.
• Review daily and monthly Call Monitoring reports and work with staff to correct any outstanding issues.
• Develop call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency.
• Audit and recover reversals of borrower payments to ensure reduction in company payout.
• Conduct side‑by‑side training sessions as needed.
• Attend management meetings in absence of Manager.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Perform other duties and special projects as assigned.

• 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.
• 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.

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full‑lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their home‑ownership experience.

• Comprehensive healthcare plans for you and your family. Plus, a 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. For more information about the foundation and the specific fundraising efforts, visit carringtoncf.org.

Notice to all applicants:
Carrington does not do interviews or make offers via text or chat.

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Accounting / Auditing and Finance