CarringtonCrisp

Collections

• 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.
• Functions 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.
• Perform other duties as assigned.

Bilingual Late Stage Collections Specialist, II

Loan Specialist

• Responsible for daily input of loan applications submissions from wholesale brokers into internal loan origination system.
• Perform all duties in accordance with company policies and procedures and all state and federal regulations.
• Receives loan applications submissions from wholesale brokers either by electronic data file or hard copy file.
• Enter or verifies information into loan origination system.
• Reviews new loan documentation to assure accuracy.
• Submits file to Wholesale Account Manager for processing.
• Assists departmental support staff when necessary

Loan Set-Up Specialist, Wholesale II

Data Engineer

• Under direct supervision, responsible for assisting in the efforts to design, develop, and maintain databases and data integration (ETL) systems to support business applications and business intelligence for the enterprise.
• Designs, develops, and optimizes data integration processes, ETL workflows, and data platforms, leading the creation of technical designs and functional specifications to ensure performance, scalability, and reliability while contributing to future cloud migration efforts.
• Collaborates with stakeholders and third-party vendors to define, evaluate, and align business requirements for scalable data integration, reporting, and business intelligence solutions.
• Leads the design and development of automated solutions to improve business processes, productivity, and operational efficiency.
• Maintains ETL jobs and leads troubleshooting efforts for critical production issues, participating in the off-hours support rotation and providing SME assistance as needed.
• Leads the design, implementation, and maintenance of data platforms, technical designs, and functional specifications to ensure performance, scalability, and reliability.
• Develops and maintains comprehensive documentation of data processes, reports, applications, and procedures to ensure consistency, knowledge sharing, and alignment with organizational standards.
• Designs, develops, and deploys scalable reporting and dashboard solutions to support business intelligence, data visualization, and operational efficiency, ensuring appropriate security measures.

Senior Data Engineer

Account Executive

• Responsible for identifying, contacting, and gaining approval for new mortgage brokers and sellers.
• Establishes and continues the broker/seller relationship and ensure a steady flow of loan applications and purchases for existing and newly approved Carrington customers.
• Advises brokers/sellers of Company programs, pricing and submission policies and procedures.
• Advises brokers/sellers of any changes to Company’s policies or procedures.
• Assists brokers/sellers in loan submission process.
• Trains brokers/sellers on use of available online systems for loan submissions, automated underwriting, rate sheets and loan lock procedures.
• Acts as liaison with outside broker, and internal broker coordinator, processor, processing, underwriting, and closing to ensure timely loan closings.
• Ensures compliance deadlines are met with regards to pre-disclosures, approval letters and denial notices.
• Work, maintain and update contacts in the CRM system.
• Maintain all customer confidential information in accordance with all company policies and all laws.
• Acts as liaison with Sellers, and internal correspondent coordinator, relationship manager, underwriting, and funding to ensure timely purchase of a loan.
• Manages loan pipeline to achieve departmental goals and objectives.
• Provide a high level of customer service to brokers/sellers during the loan process.

Account Executive, TPO

Customer Support

• Answer the more 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, with first-call resolution in all but the most complex issues 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.
• Research and resolve a wide variety of customer questions/issues.
• Resolves and/or addresses complex customer problems or questions.
• Perform other duties as assigned.

Senior Customer Service Specialist

QA Engineer

• Review all FHA, VA, PMI, USDA, FNMA, and FHLMC claims within the investor/insurer timeframes for accuracy.
• Validate that all expenses within the system have been reconciled and claimed in accordance to agency requirements.
• Identifies errors from the QA claim review and ensures corrections have been completed before submitting the claim for reimbursement.
• Document Mortgage platform with appropriate process tracking.
• Escalate trends or issues identified from the QA of the claim form.
• Verify taxes and insurance maintained and paid timely and cancelled/endorsed according to investor/insurer guidelines.
• Ensure company/procedures around the curtailment of interest or advances are followed and enforced.
• Responsible for internal quality assurance of all departmental claim documents.
• Complete monthly audits assigned.
• Moderate knowledge of default claims processes for insurers and investors.
• Understanding of the default servicing process, to include foreclosure, Bankruptcy, Loss Mitigation and Claims process.
• Moderate understanding of Agency and investor guidelines.
• Strong interpersonal skills with a focus on teamwork and quality on loan evaluation.
• Excellent written and oral communication, organizational and time management skills.
• Ability to communicate effectively with all levels of staff and management both internally and externally.
• Ability to manage work in order to meet strict deadlines.
• Ability to handle multiple tasks under pressure and changing priorities.

Default Claims VA QA Analyst, I

• 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.

Bilingual Late Stage Collections Specialist I

Payroll

• Support the processing of the bi-weekly and semi-monthly payrolls.
• Identify timekeeping errors and approvals and work with managers to resolve.
• Review wages computed and correct errors to ensure accuracy of payroll.
• Prepare and issue manual paychecks, void checks, and place stop payments, as needed.
• Respond and set-up garnishments and maintain accurate records for employee and/or garnishment agency inquiries.
• Handle associate questions and problem resolution.
• Run or prepare various standard and ad-hoc payroll reports.
• Identify process improvement opportunities for the overall payroll department and make recommendations or changes when deemed necessary for greater efficiency.
• Respond to various tax inquiries.
• Research and correct payroll tax issues.
• Facilitate internal and external audits to stay compliant.
• Perform routine audits to ensure the data in the payroll system is accurate.
• Perform other duties as assigned.

Payroll Administrator

Artificial Intelligence

• Design and document the secure-by-default reference architecture for AI workloads on Microsoft Azure, including identity, network isolation, secrets management, data boundaries, monitoring, and audit.
• Architect and operate production AI workloads on Azure AI Foundry, including model deployment, evaluation, and monitoring.
• Establish and operate an end-to-end AI governance framework — intake, risk classification, audit trail, and executive reporting — aligned to NIST AI RMF and ISO/IEC 42001.
• Define the design and security standard for Model Context Protocol (MCP) servers — authentication, transport, tool surface, least-privilege exposure, and audit — and curate the approved tool library.
• Design enterprise landing-zone and Well-Architected patterns for AI — subscription and management-group structure, policy guardrails, networking, and cost/quota strategy for Azure OpenAI and Foundry.
• Implement identity and access architecture using Microsoft Entra ID, RBAC, managed identities, and conditional access, including on-behalf-of flows for agentic applications.
• Define retrieval and data architecture patterns — RAG, Azure AI Search, embeddings, chunking, and retrieval-quality evaluation.
• Apply AI governance tooling — Microsoft Purview, custom Azure Policy, and Defender for Cloud — to AI workloads for data classification and security posture management.
• Document every AI workload in production — ownership, model, data, controls, evaluation, and runbook — so the platform is survivable and can be safely handed off.
• Author architecture decision records (ADRs), architecture briefs, and board-ready risk language for executive, legal, and risk stakeholders.
• Partner with the engineering team to onboard them against the reference architecture and tool library, and review designs for security and compliance.
• Stay current with advancements in the Azure AI platform, agent frameworks, and AI governance standards, and apply this knowledge to improve our foundation.
• Provide technical leadership and mentorship across the AI program.
• Ensure compliance with data privacy, security, and AI governance requirements.

Senior Engineer, AI

• 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.
• Perform other duties as assigned.

Late Stage Collections Specialist, I

Procurement

• Carry out 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.
• Oversee all aspects related to the CMS Vendor Management department personnel and third-party vendor relationships.
• Oversee vendor onboarding due diligence requirements according to Company policy.
• Proactively review and analyze current business processes and identify opportunities to increase compliance and operational efficiencies.
• Prepare risk assessments of new and existing vendors and develop strategies and procedures to minimize risk.
• Manage, monitor, and track compliance of all third-party vendors to regulatory and internal policy by ensuring activities adhere to established service level.
• Oversee and monitor vendor complaints according to Company Policy. Assess and assign risk tolerance based on regulatory requirements. Manage action plans as needed to ensure compliance.
• Serve as first point of contact if vendors are non-responsive to team requests. Escalate items immediately if vendor remains non-compliant.
• Oversee monthly vendor scorecard review process. Including but not limited to timely completion, performance analysis, action plan documentation and follow up. Ensure proper tracking, measurement, and reporting to evaluate vendor performance using the vendor scorecard performance and monthly trending analysis.
• Oversee vendor scorecard meetings to ensure active follow up on automation and business unit requirements.
• Reports to company Senior Management on third party vendor performance, compliance status, quality of services provided, etc.
• Monitor, evaluate, and approve department forms, job aides and/or documents to ensure compliance and timeliness as it relates to vendor management.
• Conduct periodic risk reviews of critical/high risk vendors.
• Manage VM Quality Assurance team day-to-day operations.
• Manage and conduct periodic performance review meetings with associates.
• Perform other duties as assigned.

Vendor Management Manager, CMS

• Responsible for counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions.
• Contact borrowers in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangement to bring borrowers current.
• 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.
• Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations.

Early Stage Collections Specialist, I

• 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

• 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.