CarringtonCrisp

Collections

• 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.
• Reviewing the borrower’s current financial situation and offering additional options depending on the circumstance.
• Provide support to inbound Customer Service on high inbound volume days.
• Assist with various servicing functions including payment/credit disputes, escrow refunds/shortage, loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, repayment plans, and additional mortgages activities.

Bilingual Collections Specialist I, Early Stage

Executive Assistant

• Schedule and coordinate meetings and conference calls.
• Monitor inboxes and calendars.
• Prepare agendas, documentation, client briefs, expense reports and presentation materials.
• Participate in management meetings; create agendas, take notes and follow-up on action items.
• Responsible for tracking various projects.
• Draft and distribute correspondence to staff and clients on behalf of the President.
• Responsible for event planning for team meetings, events and strategy sessions.
• Review and approve travel and expenses.
• Process invoices and reconcile credit card statements.
• Arrange all travel and coordinate with other operational departments as needed.
• Operate multi-line telephone system to answer incoming calls; take messages; direct callers to appropriate executive or department.
• Responsible for filing, copying, printing and faxing.
• Perform other duties as assigned.

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

• 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 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.

Senior Escalation Collections Specialist

Manager

• Develop, maintain, and execute quarterly and annual workforce capacity plans to support operational demand, portfolio growth, and strategic initiatives.
• Partner with Finance and Human Resources to design cost-effective hiring plans, labor models, and staffing strategies aligned with budget and productivity targets.
• Lead the design and execution of workforce management strategies across multi-channel environments, including phone, chat, and email.
• Administer, configure, and continuously optimize workforce management systems, tools, and reporting platforms.
• Provide real-time and intraday workforce management oversight to proactively identify and mitigate service-level risks.
• Maintain working knowledge of dialer support analyst and team lead daily functions to provide backup support, troubleshoot issues, and drive process improvements and automation.
• Utilize T-SQL and advanced analytical techniques to identify trends, risks, and optimization opportunities.
• Produce and deliver executive-level dashboards and reporting on forecast accuracy, schedule adherence, productivity, and performance trends.
• Develop, document, and maintain standard operating procedures (SOPs for forecasting, scheduling, real-time management, and reporting.
• Model and evaluate surge capacity scenarios related to volume volatility, portfolio changes, market conditions, or disaster recovery events.
• Lead continuous improvement initiatives focused on operational efficiency, workforce utilization, and customer experience.
• Carry out management responsibilities in accordance with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective action, and employee relations.
• Advanced knowledge of workforce management principles and forecasting methodologies.
• Strong analytical and data-driven decision-making skills.
• Experience with workforce management and contact center platforms.
• Experience creating ad-hoc reporting to verify and validate business related issues and outcomes.
• Ability to interpret complex reporting and workforce related data to troubleshoot and solve business issues.
• Proven ability to influence stakeholders and manage organizational change.
• Ability to interpret and present staffing and performance trends to leadership.

Manager, Business Support Services, Workforce

Claims Specialist

• Prepare and file all HUD claims timely and accurately according to investor/insurer/CMS guidelines and requirements.
• Follow up semi-daily on all outstanding claim proceeds.
• Perform a loan level reconciliation for all final claim proceeds between the amount claimed, the amount paid, and the outstanding loan indebtedness including all escrow and corporate advances. Correct error files when identified by cancelling claim and/or processing a refund request to HUD.
• Provide posting instructions for all claim proceeds within 24 hours of the receipt of the claim proceeds.
• Review, follow-up and ensure the timely and accurate completion of all regular scheduled steps.
• Input the completion date on the date the action occurs.
• Obtain approval, and modify the scheduled date to a date in the future when a step in the process cannot be completed.
• Perform routine follow-up on a daily basis.
• Keep Supervisor informed of all trends and problems including, but not limited, claim denials/curtailments, processing delays, etc.
• Document all servicing, action taken, delays, follow-up, and phone conversations in the system notes.
• Ensure all claim documents are imaged timely.
• Maintain and controls the HUD audit file.
• Perform other duties as assigned.

Loss Mitigation FHA Claims Specialist

Software Engineer

• Operate as Carrington’s CRM technical expert, architect and lead administrator for all CRM applications
• Provide CRM technical guidance and consulting to business executives, end users and the Project Management Office (PMO)
• Participate in business planning sessions that address CRM strategy, enhancements, integrations and operational issues
• Work with business management and the PMO in the planning of new CRM applications and changes to applications
• Coordinate system design activities and perform business/system impact analysis on initiatives to introduce, modify or upgrade CRM applications
• Provide technical support in the planning, development and implementation of CRM integration efforts with other enterprise applications
• Lead workflow analysis and process engineering activities that have an impact on CRM applications
• Design, configure, test and deploy changes to CRM database fields, screens, workflows, reports and dashboards
• Maintain CRM structure to align with overall corporate strategy and business unit needs
• Develop custom CRM reports and dashboards requested by the business lines
• Follow Carrington’s SDLC practices, methodologies and change control policy in the development and rollout of CRM applications and system changes
• Develop end user documentation, including application training manuals job aids and workflows
• Train end users on new CRM applications and changes to system features
• Administer CRM security rights and user/group roles across all business lines
• Provide expert system administration support for the CRM applications across all business lines, including researching and troubleshooting application bugs, replicating issues in the test region, performing hot fixes, and coordinating upgrades
• Assist users with day-to-day issues, problems and questions

Lead Developer, Enterprise CRM

• Answer 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 most situations and in compliance with all applicable regulations.
• Refer highly 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.
• Direct mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experience.
• 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 White Label system.
• Perform other duties as assigned.

Customer Service Specialist II, White Label

• Answer 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.
• Direct mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experience.
• 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 White Label system.
• Perform other duties as assigned.

Customer Service Specialist I, White Label

• Supervise the entire operation of a unit within the Customer Service Department.
• 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.
• Responsible for ensuring that corporate standards are communicated and consistently applied throughout the unit.
• Review the unit’s daily productivity report, and utilize monitoring systems to effectively evaluate and impact performance.
• Assist in answering escalated borrower inquiries and answer complex/general questions from team.
• Develop relationships and partner with internal departments to identify ways to maximize efficiencies and effectiveness across the departments.
• Train, educate, assist and motive employees to meet and exceed set performance goals.
• Create and maintain a motivating and positive working environment.
• Monitor real time key performance metrics (KPI’s) to ensure proper coverage and identify continuous improvement opportunities.
• Conduct team meetings to ensure the team is current on company’s policies, procedures and address training opportunities.
• Perform other duties as assigned.

Customer Service Supervisor

• 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.