Early Stage, Collections Specialist ; HYBRID - shift

Early Stage, Collections Specialist I (HYBRID - 11am to 8pm shift)

Join our amazing team and work a hybrid schedule in Franklin! The Early‑Stage Collections Specialist will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. Contact borrowers in the early stages (1‑59 days) of the delinquency cycle and negotiate payment arrangement to bring borrowers current. If a borrower is unable to bring the account current, representatives thoroughly review the borrower’s current financial situation and offer additional options depending on the circumstance.

They also provide support to inbound Customer Service on high inbound volume days. All duties performed in accordance with the company’s policies and procedures, and all U.S. state and federal laws and regulations.

Target pay for this position is $21.50/hr plus a monthly incentive bonus. An additional $1.50/hr will be added for working the 11:00am – 8:00pm shift.

• Evaluates and helps determine the borrower’s ability to pay, and collects appropriate financial information in a courteous and professional manner, striving for first‑call resolution and in compliance with all applicable regulations.
• Counsels borrowers on their options through education of alternative solutions.
• Contacts borrowers, utilizing an automated dialing system (Aspect Dialer) for both inbound and outbound calls.
• Provides alternatives to borrowers who demonstrate the ability and/or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, initiate and explain required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
• May function as the single point of contact for a borrower.
• May need to elevate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provides status on payments and payoff inquiries; verifies payment history and new servicer contact information; processes payments.
• Assists with loan servicing website payments, denied access, password resets.
• Responds to escrow, loss draft and closing document inquiries.
• Provides status on a wide variety of servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, repayment plans, and additional mortgage activities.

• High school diploma or equivalent work experience.
• Less than one (1) year of collections experience in a customer service/call‑center environment and/or loan servicing experience.
• Experience in the banking, mortgage/loan servicing industries preferred.

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. Visit  for more information.

• 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 its programs, please visit carringtoncf.org.

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