CarringtonCrisp

Account Executive

• Support assigned Account Executives(s) and TPO sales management.
• Responsible for assisting with tasks related to quality loan processing, reviewing files for adherence to underwriting standards and ensuring completeness of submission.
• Provide backup assistance for assigned Account Executive(s) in their absence, including assisting brokers and resolving issues.
• Support marketing efforts and work with brokers to facilitate timely loan closings.
• Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.
• Enter new contacts into the system.
• Input loan applications manually.
• Schedule zoom sales calls with new brokers and existing clients.
• Organize and input loan information received into the Loan Origination System.
• Gather loan applications, credit documents, appraisals, etc.
• Monitor incoming documents verifying data collected by Account Executives.
• Pull or verify credit reports and flood certs as needed.
• Send welcome mails to new accounts and loan officers.
• Send thank you emails to brokers after closing.
• Set up company approved LinkedIn marketing for daily posts.
• Review all expiring locks to ensure extensions.
• Reach out to brokers regarding the month’s closings to push condition submittal and ensure account manager is aware of any updates or discovered items; note findings in conversation log.
• Proactively monitor pipeline to ensure timely funding of loans.
• Serve as point person on marketing projects, lead management assignments, and other projects intended to increase assigned Account Executive(s) sales, personal branding, and lead generation and conversion goals.
• Coordinate in person and online marketing events.
• In conjunction with sales management and assigned Account Executive(s), identify methods to expand assigned Account Executive(s) business model.
• Provide backup assistance for assigned Account Executive(s) in their absence, including assisting brokers and resolving issues.
• Ensure the quality and compliance Company policies, procedures, and investor guidelines.
• Prepare reports for Account Executive(s) and sales management.
• Develop individual relationships with assigned Account Executive(s) to determine any additional assistance that may be needed on a case by case basis.

Account Executive Assistant, TPO

Administration

• Administer employee benefit programs, including eligibility determination, new hire benefit enrollment, qualifying life status changes, beneficiary updates, disability, accident and death claims.
• Respond to general employee inquiries on eligibility, coverage, and other employee benefit matters.
• Conduct daily routine benefit processing for: benefits enrollments, COBRA, terminations, changes, beneficiaries, disability, accident and death claims.
• Provide support with administering protected and personal leaves of absence including leave determinations, recordkeeping, compliance, written and oral communication with employees, supervisors and care providers as needed.
• Serve as contact for program vendors and third-party administrators (TPAs).
• Respond to inquiries of outside legal entities (such as social services, child support orders, court orders, etc.) in accordance to company policy.
• Responsible for ensuring compliance with all applicable federal and state laws including, but not limited to, HIPAA, ERISA, COBRA, ADA, PPACA, FMLA, and various state leave laws.
• Coordinate benefit premium billing and payment reconciliation for carriers; submit check requests and back-up documentation to Accounting for processing.
• Liaise with all of Carrington’s various benefit carriers to administer plans and ensure data integrity.
• Partner with benefits team and Carrington’s broker to support the annual Open Enrollment process, related communications and presentations, and any applicable worksite wellness initiatives.
• Partner with Payroll to process and/or resolve any missed benefit premium deductions.
• Partner with corporate communications to maintain and update benefit related documents and communications on Carrington’s intranet site.
• Assist with audits and required state and federal filings, including annual 1094-C and 1095-C.
• Maintain employee benefit files and other record keeping.
• Perform other duties as assigned.

Benefits Administrator

Customer Support

• Answer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.
• Refer more complex or complicated calls to qualified team member.
• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.
• Track, follow-up and complete customer call backs to ensure inquiry resolution.
• Collect payments whenever necessary and appropriate.
• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
• Perform other duties as assigned.

Customer Service Specialist, I

Collections

• 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.
• Provide 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 escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status on payments and payoff inquiries; verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access, password resets.
• Respond to escrow, loss draft and closing document inquiries.
• Provide 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 mortgages activities.

Early Stage Collections Specialist, I

Account Manager

• Provides Processing and Sales support for loan applications received from Wholesale Loan Brokers.
• Works with assigned Account Manager(s) to facilitate the management of the loan applications from submission to closing.
• Performs all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations.
• Secures required documentation needed to satisfy the conditions of the loan.
• Accurately reviews and understands documentation to ascertain if it will satisfy conditions.
• Function as back up to Account Manager(s) by monitoring incoming documents from Broker via email and web platform.
• Proactively monitors and makes outbound calls on pipeline to ensure timely funding of loans.
• Informs Account Manager and Account Executive about any discrepancies in the loan file.
• Appropriately documents loan file as needed with communication to ensure all parties have a running history of events throughout the life of the loan.

Operations

• Monitor and oversee the daily operations of the digital workforce using the Blue Prism application.
• Troubleshoots and triages issues encountered with digital workers and their processes, determine appropriate corrective actions, and assesses any impact of corrective actions on other IT processes, staff, etc.
• Prepares automated work schedule, expedites workflow, and shifts resources to ensure all jobs are running accurately and timely within the department.
• Regularly review operational procedures to ensure best practices to achieve department goals related to productivity, cost per unit, and accuracy.
• Develop and provide daily, weekly, and monthly status reports to IT leadership and executives.
• Recommend continuous improvement of processes and strategies for improvement using data analytics; determines what is working accurately and makes corrective actions to ensure success.
• Serve as a subject matter expert for end users in the business units; provide training and support regarding robotic process automation.
• Writes and maintains system documentation.
• Create, escalate and assign tickets to development teams as needed.
• Monitor service levels to ensure quality and productivity standards are met.
• May be trained and participate in RPA coding modifications, updates, and improvements.

Digital Operations Process Supervisor

Analyst

• Complete all tasks and responsibilities in accordance with applicable regulatory requirements.
• Research and provides timelines for complaints received from the Advocate Department, CFPB, Better Business Bureau, etc.
• Provide summaries and information as requested from internal and external clients to assist with litigated files, adversary complaints, and other legal action.
• Monitor, provide reports to vendors, and build insurance lines and flood zones on acquired loans.
• Verify the tax data that is built by tax vendor on acquired loans.
• Input payment changes and shortage spreads on acquired loans.
• Provide escrow figures for loans processing an assumption.
• Update escrow payments, insurance policies, and perform analysis on assumed loans.
• Operate in partnership with other departments and divisions, fostering positive working relationships and demonstrating excellent customer service skills.
• Research and rebut incorrect tax penalties with tax vendor. Provide supporting documentation to the Research and Recovery Department to recuperate funds.
• Research and provide instructions on outstanding checks.
• Proficient working knowledge of Microsoft Programs (Excel, Teams, & Outlook).
• Ability to troubleshoot moderate to highly complex escrow issues and make decisions which have significant impact.
• Moderate understanding of Agency and investor guidelines.
• Ability to communicate effectively with all levels of staff and management both internally and externally.
• Ability to handle multiple tasks under pressure and changing priorities.
• Ability to self-motivate and work with limited supervision.
• Strong math skills, balance, and check results for accuracy.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.

Escrow Analyst

Accounts Payable

• Reviews and processes vendor invoices, including coding to the correct cost center and ensuring proper authorization; researches and resolves discrepancies.
• Reviews and audits employee expense reports, ensuring proper authorization and coding to the correct cost center, supporting receipts, and compliance with company policies.
• Assists with vendor approval process.
• Research unusual items to prevent improper payments and communicates with various vendors to research and resolve invoice discrepancies. Gathers required information for invoice reconciliation.
• Maintains professional level of integrity when handling confidential and/or sensitive information.
• Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Track, follow-up, and collect accounts receivables such as commissions and utility bills.
• Ensure invoice approval deadlines are met.
• Monitor inboxes related to accounts payable such as deposits, unable to post and commission queue.

Accounts Payable II Representative

Business Operations

• Supporting the Project Manager, the Senior BSA will be responsible for engaging with the business to gather and document requirements.
• Understand standard business processes, perform analysis, provide solution options, work with engineers to design implementation and support testing through project completion.
• Will be deeply involved throughout the solution development lifecycle as the requirements subject matter expert and is expected to take personal responsibility and ownership for the requirements artifacts produced.
• Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

Senior Business Systems Analyst

Software Engineer

• Serve as subject matter expert and provide system consulting on Human Resources HRIS system (Oracle Human Capital Management) to maximize the system’s benefits and features and to use Oracle more efficiently.
• Responsible for configuration, customization, and support of the Oracle Human Capital Management system.
• Design, develop, and build solutions that provide resolution using HCM and identify opportunities for leveraging company data to drive business solutions.
• Support enhancements and customization of Oracle HCM and integration of third-party inbound and outbound files/applications.
• Evaluate business processes and procedures and gather requirements to create functional and technical solutions.
• Recommend technical design solutions and document the technical design requirements, including any security design considerations or solutions.
• Apply data governance principles in ensuring data quality, integrity and timeliness are maintained.
• Perform data validation and analysis of system work products to ensure accuracy, research to identify and resolve root cause of any systems related issues.

Developer, Oracle HCM

• Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers.
• 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.
• Provide 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 escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access, password resets.
• Respond to escrow, loss draft and closing document inquiries.
• Provide status on a wide variety of servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, vendors for REO properties, vendors for REO properties, modification/refinance requests, repayment plans, and additional mortgages activities.

Early Stage Collections Specialist, II

• Explains detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers.
• 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 and conducts manual outbound calls.
• Provide alternatives to borrowers who demonstrate the ability and 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, assembles and provides 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 escalate borrowers to a licensed Loss Mitigation associate for specific workout details.
• Provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments.
• Assist with loan servicing website payments, denied access, password resets.
• Respond to escrow, loss draft and closing document inquiries.
• Provide 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 (i.e., add, subtract, multiply, and divide and to record, balance, and check results for accuracy).
• 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.

Late Stage Collections Specialist I

Artificial Intelligence

• Responsible for supporting the ongoing monitoring efforts of the organization’s Artificial Intelligence (AI) governance and compliance program.
• Works closely with Information Security, Legal, Risk Management, and business stakeholders to help ensure AI solutions are developed, deployed, and operated in alignment with IT Department policies and procedures.
• Support compliance activities for AI use-cases across the model lifecycle (intake, risk assessment, development, validation, deployment, monitoring, change management, and retirement).
• Provide recommendations for AI governance documentation, including policies, standards, procedures, model inventories, use-case registers, and control mappings.
• Design reporting and/or monitoring aligned with industry best practices to ensure compliance with applicable state and federal laws/regulations and client contractual obligations.
• Coordinate and track AI-related risk assessments and follow up on remediation actions.
• Support evidence collection and assist with preparation of responses for internal audits, external audits, due diligence, and regulatory examinations related to AI governance and controls.
• Evaluate documentation and artifacts for completeness and accuracy.
• Establish and maintain a repository of AI compliance evidence.
• Partner with stakeholders to ensure AI solutions follow required approvals, testing, monitoring, and incident reporting processes.
• Support third-party AI/tool due diligence by coordinating documentation requests and reviewing control evidence in collaboration with information security.
• Monitor internal policy/procedure changes and emerging AI governance expectations to identify potential gaps, provide recommendations, and assist with coordinating implementation.
• Maintain detailed communications on assigned requests and initiatives, providing progress updates and completion status to management and key stakeholders.
• Assist with the development and delivery of AI governance awareness and training materials.

IT Analyst, Artificial Intelligence (AI) Compliance

Sales

• Responsible for achieving sales goals on a monthly, quarterly, and annual basis.
• Carries out supervisory/management responsibilities in accordance with the organization’s policies and applicable laws, including hiring and training employees; planning, assigning and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Manage and coach direct reports to achieve region objectives and sales goals, including establishing appropriate timelines, monitoring progress, and course correction as necessary.
• Mentor, coach, and assist Account Executives in building & maintaining exceptional relationships with brokers and setting up new broker relationships.
• Provide oversight to Account Executives in communicating changes in Carrington loan programs, rates and/or policies to brokers.
• Supervise loan submission, maintain high levels of service, and manage for high quality and timely results within an assigned sales region.
• Responsible for timely completion of regional sales forecasts.
• Prepare daily, weekly, and monthly production projections and report projections/findings to management.
• Ensure that Account Executives are updating CRM system with sales activities, marketing efforts, and broker/contact records they are soliciting.
• Review and validate completeness of new broker applications submitted.
• Resolves any sales or operational issues that may arise in the most efficient manner and in line with company guidelines.
• Partner with operations staff to ensure expedient process of file flow.
• Responsible for communicating, implementing and maintaining marketing strategies and policy and procedure changes within assigned region.
• Ensure that all sales activities and operations are performed in compliance with local, state and federal lending regulations and laws.
• Participate in the development and facilitation of training and presentations for sales meetings, training sessions, etc.
• Assist senior sales leadership in the budgeting process and development of regional goals.
• Will attend and represent Carrington at trade shows or industry meetings from time to time.

Sales Manager, Producing

• Responsible for all activities related to the deployment, implementation, and administration of databases.
• Perform duties in accordance with Company guidelines and applicable federal, state and local regulations.
• Implement and administer MS SQL Server databases in support of in-house developed and vendor applications.
• Implement and execute maintenance plans to maximize availability, performance, and reliability of databases.
• Implement measures of availability, performance, and reliability of databases.
• Troubleshoot and resolve database connectivity and performance problems.
• Document business applications architecture and process flow using MS Visio or other modeling tool.