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.
• 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.

Bilingual Late Stage Collections Specialist, I

Customer Support

• Completes a daily review of assigned tasks and ensures completion within the designated turnaround times and compliant with company's policy and procedures.
• Reviews all requests related to missing payments and/or misapplied payments prior to submitting to the cashiering team for appropriate reversal and reallocation of funds in question.
• Reviews all payment refund related requests prior to submitting to the cashiering team for reversal and disbursement of funds.
• Reviews all late fee waiver requests prior to submitting to the cashiering team for removal of the assessed fees.
• Processes ACH (Auto Pay) enrollment, activation, changes, and cancelation requests.
• Collaborates daily with multiple internal departments to resolve servicing issues pertaining to any type financial transactions on a loan.

Servicing Support Specialist

• 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.

Bilingual Customer Service Specialist, I

• Responsible for gathering and providing written analysis of complaints with an emphasis on business/regulatory errors.
• Maintains and updates customer complaint file tracking system to ensure the system is up to date and accurate and in compliance with regulatory guidelines.
• Collaborates daily with multiple internal business units by gathering information to resolve open complaints.
• Provides support to the Dispute Team by preparing outgoing packages, copying, and scanning documents.
• Provides general administrative support as needed.
• Performs other duties or special projects as assigned.

Dispute Correspondence Support 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.

Bilingual Late Stage Collections Specialist, I

Servicing Support Specialist

Bilingual Customer Service Specialist, I

Dispute Correspondence Support Specialist

Loan Servicing Quality Assurance Analyst