Early Stage Collections Specialist – Team Lead

CarringtonCrisp

Collections team lead training mortgage loan counselors at Carrington Mortgage Services. Coaching teams, monitoring KPIs, handling escalations, and improving loan-servicing processes.

Posted 8/14/2026full-timeFranklin • Tennessee • 🇺🇸 United StatesSenior💰 $24 - $32 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in training and coaching within the Loan Servicing Division, focusing on performance improvement, regulatory compliance, and effective communication. Proficient in data analysis and process documentation to enhance operational efficiency.

Highest-signal resume keywords

Loan Counselor TrainingPerformance CoachingData AnalysisFair Debt Collection Practices ActMS Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Collections ExperienceLoss MitigationNegotiation TechniquesHigher-Level Math SkillsProcess Documentation

Soft Skills

Verbal CommunicationRapport BuildingProblem Solving

Tools & Technologies

ExcelVisioCollections Computer Systems

Industry Keywords

BankingMortgage ServicingFinancial ServicesCall Center Environment

About the role

Key responsibilities & impact

Conduct and manage new hire training sessions and prepare new associates for their identified Loan Counselor level
Function as the Floor Coach during training bays and throughout Loan Counselors' careers
Observe performance, identify coaching opportunities, and provide feedback
Develop and facilitate training sessions for identified gaps and update existing training
Provide side-by-side and one-on-one coaching and training
Assist with directing department workflow
Handle escalated calls and update the escalation tracker within 24–48 hours
Monitor KPIs and adjust training to improve performance
Conduct department refresher training
Build rapport with departments across the Loan Servicing Division
Perform data analysis, reporting, and process flows to identify improvements and meet regulatory requirements
Create and maintain process, report, application, and procedure documentation
Draft and complete initial responses to external or internal QC/Audit findings
Recommend cost savings, productivity improvements, and efficiencies
Perform daily department administrative functions

Requirements

What you’ll need

High school diploma or equivalent work experience
4+ years of collections, loss mitigation, or single point of contact experience in a call center environment
Minimum 4 years’ experience in Banking, Mortgage/Loan Servicing, and Financial Services industries
Excellent knowledge of the Fair Debt Collection Practices Act
Proficiency with relevant industry-specific collections computer systems
Excellent verbal communication skills
Excellent negotiation skills and ability to teach negotiation techniques
Proficient higher-level math skills for borrower payments and loan workouts or modifications
Ability to understand complex collection issues and explore alternative solutions
Proficient in MS Office, with advanced Excel and Visio skills

Benefits

Comp & perks

Comprehensive healthcare plans for you and your family
Discretionary 401(k) match of 50% of the first 4% of pay contributed
Fitness, restaurant, retail, and other employee discounts
Customized training programs to help you advance your career
Employee referral bonuses
Educational Reimbursement
Hybrid work schedule