CarringtonCrisp

Late-Stage Collections Specialist I

CarringtonCrisp

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $22 per hour

Job Level

Mid-LevelSenior

About the role

  • Counsel borrowers on methods to bring loans current and explore alternative solutions.
  • Explain detailed mortgage loan information to borrowers including HUD Waterfall, loan workout and modification options.
  • Evaluate borrower ability to pay and collect appropriate financial information in a courteous and professional manner.
  • Strive for first-call resolution while complying with applicable regulations.
  • Contact borrowers using an automated dialing system (Aspect Dialer) for inbound and outbound calls and conduct manual outbound calls.
  • Provide alternatives such as loan modifications, short sales, Deed in Lieu of Foreclosure, and possible refinancing.
  • Negotiate reasonable payment arrangements and assemble Request for Mortgage Assistance packages per department policies.
  • Function as single point of contact for borrowers when needed and escalate to licensed Loss Mitigation associates for specific workout details.
  • Provide status on payments, payoff inquiries, short sale requests, REO vendor information, payment history, and new servicer contact information.
  • Process payments and assist with loan servicing website payments, denied access, and password resets.
  • Respond to escrow, loss draft and closing document inquiries.
  • Provide status on loss draft, short sale, Deed in Lieu, modification/refinance requests, payment/credit disputes, escrow refunds, repayment plans, and down payments on foreclosure pending mortgages.
  • Apply and learn relevant regulations such as the Fair Debt Collection Practices Act and use industry-specific software.
  • Communicate clearly with borrowers and internal teams; organize information for understandable decisions.

Requirements

  • High school diploma or equivalent work experience.
  • Less than one (1) year collections experience in a customer service/call center environment and/or loan servicing experience.
  • Experience in the Banking, Mortgage/Loan Servicing industries preferred.
  • Ability to explain detailed mortgage loan information including HUD Waterfall and loan workout/modification options.
  • Ability to evaluate borrower ability to pay and collect appropriate financial information.
  • Experience using automated dialing systems (Aspect Dialer) for inbound and outbound calls and manual outbound calls.
  • Ability to offer loan modifications, short sales, Deed in Lieu of Foreclosure, and refinancing options.
  • Ability to assemble and provide required documents for a Request for Mortgage Assistance package and negotiate payment arrangements.
  • May need to escalate to licensed Loss Mitigation associate for specific workout details.
  • Knowledge of or ability to learn Fair Debt Collection Practices Act requirements.
  • Knowledge of relevant industry-specific computer software packages.
  • Strong verbal communication skills.
  • Basic to intermediate math skills (add, subtract, multiply, divide, record and balance results).
  • Ability to apply state, federal and company requirements and make proper decisions.
  • Ability to organize thoughts and ideas into understandable terminology.
  • Spanish bilingual skill set preferred (adds $1.50/hr).