CarringtonCrisp

Manager

• Manage the staff that receives inbound & outbound calls from borrowers, real estate agents, attorneys and/or an authorized third party with questions regarding short sale and deed in lieu of foreclosure requests.
• Analysis of submitted Short Sale and REO transactions to assure investor approval and compliance.
• Work with staff for timely negotiations and counter offer that reduces loss severity and meets or exceeds company-determined property valuation, and presents counter offer to real estate agents, attorney, and authorized third parties.
• Submit negotiated files to senior management/ Investors for approval.
• Decline purchase offers with excessive variance between purchase offer price and company-determined property valuation.
• Monthly reporting and tracking of department matrix to Senior Management
• Management of postponements of foreclosure sales when additional time is needed to review and approve short sale and or deed in lieu of foreclosure requests.
• Attendance at Mediation/Settlement hearing – some travel required.
• Perform other duties as assigned.

Liquidation Manager

Administration

• Collaborate with Loan Administration leaders to assess needs and develop solutions to promote growth and efficiency within department.
• Coordinate Loan Administration projects, assess and analyze business impact of projects, and communicate project activities and updates.
• Lead assigned projects within Loan Administration through the project lifecycle, including analysis, specification, design, development and deployment.
• Ensure all Loan Administration tasks and projects are completed on time and on budget.
• Gather and document business requirements, formulate cases and participate in solution design of projects.
• Coordinate multiple projects simultaneously with multiple stakeholder groups.
• Build and execute effective project communication plans to ensure stakeholders, team members and impacted parties are appropriately apprised of the project goals, expectations, status and delivery.
• Establish key performance metrics, design reporting/dashboard solutions, and promote the use of structured information to drive enhanced business performance.
• Responsible for conducting Loan Administration end user testing for all projects.
• Analyze findings and implement process improvements to the leadership.
• Track requirements, provide status and ensure quality of solution throughout project.
• Participate in project communications, training materials, and business procedures/documentation by working closely with the Loan Administration servicing analyst.
• Strong business knowledge and analytical problem solving skills.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks and a high volume workload with a strong sense of urgency and results-orientation.
• Strong oral and written communication skills as well as presentation skills to effectively communicate and interact with personnel at all levels throughout the organization.
• Strong capabilities in Microsoft Word, Excel, PowerPoint, Visio.
• Ability to effectively interact with senior management as an advisor on projects.
• Ability to organize and prioritize work schedules of others on long-term basis.
• Ability to work in a project environment and have awareness of the application development lifecycle.
• Ability to make informative presentations, inside the organization; speaking before groups.

Analyst, Loan Administration Strategy

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

Customer Advocate

• Create, maintain, file, and retrieve Customer Advocacy Department files.
• Maintain and update customer complaint file tracking system.
• Retrieve scanned documents and ensure data accuracy for reporting purposes.
• Maintain all internal/external email inboxes.
• Assist with exception reporting as needed.
• Review Advocate scanned mail and determine handling.
• Maintain accurate and complete records for documentation.
• Participate in internal and external routine audits.
• Provide general administrative support and other duties as needed.

Customer Advocate Specialist

General

• Review and analyze title commitments for irregularities. Determine solutions for irregularities and act on determination to resolve.
• Work with available resources to resolve any title related issues.
• Review and grade title reports.
• Provide exceptional customer service.
• Provide accurate and timely communication of all updates, details, etc. to all parties involved in the transaction.
• Data entry into multiple technology platforms.
• Responsible for completing title claim packages for submission.
• Monitor status of submitted claims and resolution with title retained, foreclosure or outside counsel.
• Ability to recognize, mitigate and escalate potential losses as they arise. Prepare and maintain accurate reporting of all title defects and their status.
• Timely completion of all required work functions including task queue, updating, follow up, etc.
• Prepare documents such as subordination agreements, affidavits, lien releases, etc.
• Perform other duties as assigned.

Senior Title Curative Specialist

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.
• Knowledge of Fair Debt Collection Practices Act preferred.
• Knowledge of relevant and industry-specific computer software packages preferred.
• Basic negotiation skills.
• Ability to understand problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have moderate impact on the immediate work unit.
• Ability to organize thoughts and ideas into understandable terminology.
• 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 others accurately, audibly, and quickly.

Customer Service Specialist, I

Bilingual Customer Service Specialist

• Handle inbound calls routed through IVR as well as internal transfers to determine borrowers’ intent to retain property, discuss foreclosure alternatives, provide eligibility criteria/information.
• Make outbound calls on all assigned loans in pipeline to follow up on collection of signed trial agreements, repay agreements and final loan modification documents.
• Communicate approval or denial of a loss mitigation workout option, and handle general 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.
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
• 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.
• Being knowledgeable about the borrower’s situation and current status in the entire delinquency or imminent default resolution process, including any Loss Mitigation or non-foreclosure liquidation options.
• 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.

Loss Mitigation Specialist

QA Engineer

• Complete a thorough assessment of document provisioning and/or remediation plans assigned and identify items that require clarification.
• Evaluate process remediations received from servicing business units and determine if plan is sufficient to ensure compliance.
• Create and maintain documentation of processes, reports, applications, and procedures as per department policy.
• Conduct testing for internal and external low/medium risk findings to ensure successful plan implementation of resolution and that finding is remediated. Testing must be conducted accurately and in accordance with established testing timelines and standards.
• Identify exception based on testing performed and notify department management of any observations that are outside of the testing scope but require action.
• Obtain approval of testing as documented by department procedure or at the direction of management.
• Perform loan data analysis to validate and communicate test results to servicing business unit as outlined by department management.
• Perform recurring testing as assigned.
• Research external or internal findings, propose initial response(s) to business units, obtain approval if modifications are made to business unit responses ensuring responses are submitted timely to internal and external parties.
• Utilize SharePoint and other systems to track all assignments and update the status accordingly.
• Escalate issues of risk concern to management and maintain appropriate data integrity and confidentiality.
• Follow department procedures for shared mailbox use.
• Perform assigned compliance testing as assigned and promptly escalate compliance concerns.
• Perform other duties as assigned.

Loan Servicing Quality Assurance Analyst

Collections

• Responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions.
• Contact borrowers primarily in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangements to bring borrowers current.
• Assist borrowers that are more than 59 days delinquent and borrowers that are in foreclosure.
• Review the borrower’s current financial situation and offer additional options depending on the circumstance.
• Provide support to inbound Customer Service on high inbound volume days.
• Explain detailed mortgage loan information to borrowers.
• Evaluate and help determine the borrower’s ability to pay and collect appropriate financial information.
• Counsel borrowers on their options.
• Utilize an automated dialing system (Aspect Dialer) for both inbound and outbound calls.
• Negotiate reasonable payment arrangements with borrowers.
• Process payments and provide status on a wide variety of servicing functions.

Early Stage Collections Specialist, II

Chief Marketing Officer

• Develop and execute a comprehensive mortgage division marketing strategy aligned with corporate goals and growth objectives.
• Serve as the primary marketing leader for the mortgage lending division, providing strategic direction and thought leadership.
• Create annual marketing plans, budgets, forecasts, and performance metrics.
• Identify emerging market opportunities, customer trends, and competitive threats.
• Present marketing performance, strategy updates, and business recommendations to executive leadership.
• Strengthen and protect the mortgage division's brand positioning across all customer and partner touchpoints.
• Ensure consistency in messaging, visual identity, and customer experience.
• Develop value propositions and differentiate market positioning for mortgage products and services.
• Oversee reputation management and brand awareness initiatives.
• Lead development of integrated marketing campaigns to drive mortgage applications and funded loan volume.
• Optimize marketing channels including digital advertising, search engine marketing (SEM), social media, email marketing, content marketing, events, and direct marketing.
• Partner with sales leaders to generate high-quality leads and improve conversion performance.
• Develop strategies to increase purchase mortgage business, refinance opportunities, and retention programs.
• Oversee digital marketing strategy, including website optimization, SEO, SEM, social media, analytics, and marketing automation.
• Enhance customer journey mapping and lead nurturing programs.
• Utilize customer data and analytics to improve engagement, conversion rates, and customer satisfaction.
• Drive innovation in digital customer experiences and mortgage marketing technologies.
• Collaborate with product and business leaders to develop marketing strategies for new products and services.
• Conduct market research, customer analysis, and competitive assessments.
• Support geographic expansion and new market entry initiatives.
• Develop targeted segmentation strategies for homebuyers, homeowners, real estate professionals, builders, and referral partners.
• Build, lead, mentor, and develop a high-performing marketing organization.
• Establish clear goals, accountability measures, and professional development plans.
• Foster a culture of innovation, collaboration, and results-driven performance.
• Manage internal teams, agencies, consultants, and vendor relationships.
• Establish key performance indicators (KPIs) and marketing effectiveness measures.
• Monitor campaign performance, return on investment (ROI), customer acquisition costs, and funnel conversion metrics.
• Utilize data insights to optimize spending and improve business outcomes.
• Deliver executive-level reporting and recommendations.
• Ensure all marketing activities comply with applicable federal, state, and industry regulations.
• Partner with Legal, Compliance, and Risk teams to review marketing materials and campaigns.
• Maintain adherence to consumer protection, advertising, fair lending, privacy, and disclosure requirements.
• Promote ethical marketing practices and regulatory compliance throughout the division.

VP, Head of MLD Marketing

Underwriter

• Review decisions and final modification calculations completed by Underwriters.
• Check files for completeness and accuracy.
• Ensure files are structured and saved based on company policies and procedures.
• Ensure Fiserv tasks are completed correctly.
• Track errors and/or issues to identify trends and training opportunities.
• Provide error reporting to management to assess potential process changes to streamline and improve results.
• Provide training to incoming new hires.
• Serve as a leader to peers and assist supervisor and manager on special projects.

Loss Mitigation Underwriting Quality Control Specialist

Associate

• Rotate through the various lines of business/entities in order to gain a strong knowledge of each area and a solid understanding of the organization as a whole, both functionally and culturally.
• Build technical/industry knowledge, while learning existing processes and developing strong working relationships and partnerships.
• Focus on understanding and assisting the management team in the completion of the strategic goals and objectives as assigned by the business unit leaders during the designated rotation period.
• Attend training courses, department meetings, job shadowing and any other learning forums the business unit may assign/offer, in order to expand your knowledge of the business.
• Work on special projects, as needed by the business units during the rotation period.
• SMA may be pulled into a special project at any time with little notice.
• Participate in both formal and ad-hoc on-the-job training.
• Develop and communicate complex analyses that could be used by the business leader in support of key business decisions.
• Maintain and foster key relationships with business leaders across the organization to help develop a better understanding of each business unit and how all of the business units work together.
• Attend all SMA Program activities and mentor other Management Associates while they are doing their rotations.
• Partner with fellow SMA peers as needed for ongoing support, cross-sharing of knowledge, and assistance with navigating through various business units.
• Meet periodically with the Program Manager/Advisor to keep them informed; provide a monthly status report.
• Perform other duties and projects as assigned.

Senior Management Associate

• Develop strategic goals and objectives with the assigned Business Mentor for each rotation period (lasting approximately 3-4 months in duration).
• Focus on special projects and/or identify key process improvement opportunities while delivering timely analyses and reports to each Business Mentor.
• Engage in both formal and ad-hoc on-the-job training.
• May develop complex analyses that could be used in support of key business decisions.
• Consolidate data from multiple sources and ensure all information in reporting or presentation materials is accurately represented to management and staff.
• Present analyses and key findings to senior management.
• Attend all Management Associate Program activities.
• Partner with fellow MA peers as needed for ongoing support, cross-sharing of knowledge, and assistance with navigating through various business units.
• Meet periodically with the Program Manager/Advisor to keep them informed; provide a monthly status report.
• Perform other duties as assigned.

Management Associate

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws, including training employees; planning, assigning, and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.
• Oversees the daily operation of Early Stage Collections; provides guidance and direction in daily work flow and volume. Communicates and publicizes to the group the daily work goals, changes, and any fluctuations to staff.
• Assists Early Stage Collections Specialists with escalation calls, addresses complaints, and resolves problems.
• Reviews and revises daily productivity reports.
• Performs monthly loan file audits to validate Early Stage Collections Specialist work effort and effectiveness.
• Reviews and refers loan files for alternative payment options, including modifications, short sales, Deed in Lieu of Foreclosure, refinancing, and foreclosure.
• Reviews and trains Early Stage Collections Specialists in any new changes to processes and/or procedures as needed. Reviews monthly quality control audits for staff members.
• Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues.
• Develops call strategies to assist in collection effectiveness on assigned investor loan pools, as well as overall company delinquency.
• Audits and recovers reversals of borrower payments to ensure reduction in company payout.
• Conducts side-by-side training sessions as needed.
• Attends management meetings in absence of Manager.
• Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Performs other duties and special projects as assigned.