Sr. Loss Mitigation Specialist

Job Description

Come join our amazing team and work a hybrid schedule! The Sr. Loss Mitigation Specialist will be responsible for identifying root problems to find effective solutions while educating clients on CMS’ Loss Mitigation alternatives with the objective of retaining home ownership and avoiding foreclosure. Required to perform all duties quickly and efficiently in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, while operating as an advanced subject‑matter expert.

The approved target pay range for this position is $24.00 to $26.00 per hour plus a monthly incentive.

• Partner with Managers and Supervisors within the Loss Mitigation Department and recommend resolution courses of action to solve problems.
• Track, research, and respond to all Loss Mitigation issues in an effective and timely manner while providing trending information to management. Handle inbound calls routed through IVR as well as internal transfers to determine clients’ reasons for escalation and desired results.
• Maintain a database to track issues received, resolutions, follow‑up, and complete customer callbacks to ensure inquiry resolution.
• Research and resolve a wide variety of customer questions and issues.
• Make outbound calls on all assigned loans in the pipeline to follow up on collection of final loan modification documents.
• Communicate approval or denial of a loss‑mitigation workout option and handle general questions regarding account information.
• Review clients’ financial hardship documentation to determine the best work‑out option depending on their current financial status and whether it is a short‑term or long‑term hardship.
• In a denial case, engage clients’ interest and participation in a loss‑mitigation liquidation option and route the client to the loss‑mitigation liquidation team.
• Provide information to clients regarding Title issues that may impede finalization of a modification.
• Communicate the options available to the client for resolving the delinquency or imminent default, the actions the client must take, timing requirements for completion of those actions by the client and the servicer, and the status of the servicer’s evaluation of the borrower for those options.
• Remain aware of the client’s situation and current status in the entire delinquency or imminent default resolution process, including any loss‑mitigation or non‑foreclosure liquidation options to make the best recommendation for the client.
• Perform other duties as assigned.

• High school diploma or equivalent required. Some college courses in business, accounting or finance preferred.
• Three (3) or more years’ experience in collections, loss mitigation or call center within a mortgage servicing environment required.
• NMLS licensing preferred.
• Ability to clearly define problems, identify root causes and generate effective solutions across all channels.
• Effective communication, both written and verbal, to explain complex mortgage terminology.
• Working knowledge of all government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.
• Knowledge of Microsoft Office Suite at an intermediate level.
• Ability to understand opposing points of view on highly complex issues and negotiate and integrate different perspectives.
• Ability to make decisions that significantly impact the department’s credibility, operations, and services.
• Ability to organize and prioritize own work schedule on a short‑term basis (longer than one month) and within allotted work‑schedule timelines.
• Ability to perform basic arithmetic (add, subtract, multiply, divide) and record, balance, and verify results for accuracy.
• Strong oral communication skills, conveying ideas clearly and efficiently.

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% on the first 4% of your pay contributed.
• Access to several fitness, restaurant, retail, and other discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Donation to charities through the Carrington Charitable Foundation.

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