Sr. Loss Mitigation Specialist

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 US state and federal laws and regulations, wherein the company operates as an advanced subject matter expert.

The approved Target Pay range for this position is $24.00 to $26.00 per hour + monthly incentive.

• Partners with Managers and Supervisors within the Loss Mitigation Department and recommend resolution courses of action to solve problems.
• Responsible for tracking, researching, and responding to all Loss Mitigation issues in an effective and timely manner while also providing trending information to management. Handle inbound calls routed through IVR as well as internal transfers to determine clients’ reason for escalation as well as desired result.
• Maintain a database to track issues received, resolution, follow-up, and complete customer call backs to ensure inquiry resolution.
• Research and resolve a wide variety of customer questions and issues.
• Make outbound calls on all assigned loans in 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.
• Reviews clients’ 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 clients’ interest and participation in a loss mitigation liquidation option and route the client to the loss mitigation liquidation team.
• Provide information to clients relating to Title issues that may be impeding finalization of a modification.
• Communicate the options available to the client for resolving the delinquency or imminent default, the actions the client must take to be considered for those options, the timing requirements for completion of actions by the client and the servicer, and the status of the servicer’s evaluation of the borrower for those options.
• Must be 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 be able 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.
• Demonstrates the ability to clearly define problems, identify root causes and generate effective solutions across all channels.
• Ability to effectively communicate both written and verbally to explain complex mortgage terminology.
• 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.
• 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…