Hybrid Late Stage Collections Specialist

Hybrid Late Stage Collections Specialist I Job Description

Come join our amazing team and work a hybrid schedule! The Late Stage Collection Specialist I will be responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions. This level of Loan Counselor may need to elevate borrowers who require a workout or loan modification to a higher level Loan Counselor. Perform all duties in accordance with the company’s policies and procedures, and all US state and federal laws and regulations that govern the company’s operations.

This role is the first level of the Loan Counselor job family and incumbents generally perform work of low to moderate complexity. Incumbents are able to perform collections activities and may still be learning the loan workout functions performed by the Loan Counselor job family. The pay for this position is $21.50/hr plus a monthly incentive. An additional $1.50/hr can be added for the Spanish bilingual skill set.

• Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information, and loan workout and modification options.
• Evaluates and helps determine the borrower’s ability to pay, collecting appropriate financial information in a courteous and professional manner, striving for first‑call resolution and compliance with all applicable regulations.
• Counsels borrowers on their options through education of alternative solutions.
• Contacts borrowers using an automated dialing system (Aspect Dialer) for both inbound and outbound calls and conducts manual outbound calls.
• Provides alternatives to borrowers who demonstrate the ability or inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, assemble and provide the 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 upscale borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provides status on payments and payoff inquiries; reviews short sale requests; provides vendor information on Real Estate Owned (REO) properties; verifies payment history and new servicer contact information; processes payments.
• Assists with loan servicing website payments, denied access, and password resets.
• Responds to escrow, loss draft and closing document inquiries.
• Provides status on a wide variety of loan servicing functions including loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure‑pending mortgages.
• Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
• Knowledge of relevant and industry‑specific computer software packages.
• Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
• Basic to intermediate math skills.
• Ability to understand basic collection issues and to collaborate and explore alternative solutions.
• Ability to apply state, federal, and company requirements and make proper decisions.
• Ability to organize thoughts and ideas into understandable terminology.
• Work schedule:
  
  11:00 a.m. – 8:00 p.m. EST.

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