Loss Mitigation Specialist, Team Lead

Come join our amazing team and work on-site in Orange, CA and/or in Plano, TX !

The Loss Mitigation Specialist Team Lead will be responsible for assisting a team of Specialist that educate borrowers on CMS’ Loss Mitigation alternatives with the objective of retaining home ownership and avoiding foreclosure, including Loan Modifications, Partial Claims, Repayment Plans, Forbearances and Reinstatements. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

The approved Target Pay range for this position is $23.00 to $25.00 per hour + monthly incentive.

• Provide workflow direction, mentoring and training to junior staff in accordance with the organization’s policies, procedures, and applicable laws.

• Review and approve repayment plans and special forbearance plans in accordance with company guidelines and delegated approval authority.

• Respond to escalated calls where customers, real estate agents, attorneys and authorized third parties are requesting to speak to a supervisor.

• Prepare reports, track account workflow, and provide results to management.

• Monitor performance of team and provide additional training to junior level staff as needed

• Function as the department Supervisor for relief assignments, in the absence of Supervisor.

• Communicate approval or denial of a loss mitigation workout option, and handle escalated questions regarding account information.

• Reviews borrowers’ financial hardship documentation to determine the best work-out option, depending upon their current financial status and whether it is a short-term or long-term hardship

• In a denial case engage borrowers’ interest and participation in a loss mitigation liquidation option and route borrower to the loss mitigation liquidation team.

• Provide information to borrowers’ relating to Title issues that may be impeding finalization of a modification.

• Communicate the options available to the borrower for resolving the delinquency or imminent default, the actions the borrower must take to be considered for those options, the timing requirements for completion of actions by the borrower and the servicer, and the status of the servicer’s evaluation of the borrower for those options.

• Notify the Intake team when it appears that an error may have occurred in Intake regarding missing or unacceptable documents

• Assist borrowers who request to escalate a complaint or dispute a reason for non-approval, in contacting the servicer’s staff handling Escalated Cases and, upon request, must provide contact information for MHA Help.

• Perform other duties as assigned.

• High school diploma or equivalent required. Some college courses in business, accounting or finance preferred.

• Two (2) or more years’ experience in collections, loss mitigation or call center within a mortgage servicing environment.

• Full State NMLS licensing preferred.

• Knowledge of mortgage industry terminology preferred.

• Working knowledge of all Government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.

• Knowledge of Microsoft Suite at an intermediate level required.

• Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints.

• Ability to make decisions that have significant impact on the department’s credibility, operations, and services.

• Ability to organize and prioritize own work schedule on short-term basis (longer that one month) and within allotted work schedule timelines.

• 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 other 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. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform…