CarringtonCrisp

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.
• Perform other duties as assigned.

Customer Service Specialist, I

Collections

• 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.
• Provide alternatives to borrowers who demonstrate the ability and or inability to pay, by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
• Negotiate reasonable payment arrangements with borrowers, initiate and explain 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; 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 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.

Early Stage Collections Specialist, I

Account Manager

• Provides Processing and Sales support for loan applications received from Wholesale Loan Brokers.
• Works with assigned Account Manager(s) to facilitate the management of the loan applications from submission to closing.
• Performs all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations.
• Secures required documentation needed to satisfy the conditions of the loan.
• Accurately reviews and understands documentation to ascertain if it will satisfy conditions.
• Function as back up to Account Manager(s) by monitoring incoming documents from Broker via email and web platform.
• Proactively monitors and makes outbound calls on pipeline to ensure timely funding of loans.
• Informs Account Manager and Account Executive about any discrepancies in the loan file.
• Appropriately documents loan file as needed with communication to ensure all parties have a running history of events throughout the life of the loan.

Operations

• Monitor and oversee the daily operations of the digital workforce using the Blue Prism application.
• Troubleshoots and triages issues encountered with digital workers and their processes, determine appropriate corrective actions, and assesses any impact of corrective actions on other IT processes, staff, etc.
• Prepares automated work schedule, expedites workflow, and shifts resources to ensure all jobs are running accurately and timely within the department.
• Regularly review operational procedures to ensure best practices to achieve department goals related to productivity, cost per unit, and accuracy.
• Develop and provide daily, weekly, and monthly status reports to IT leadership and executives.
• Recommend continuous improvement of processes and strategies for improvement using data analytics; determines what is working accurately and makes corrective actions to ensure success.
• Serve as a subject matter expert for end users in the business units; provide training and support regarding robotic process automation.
• Writes and maintains system documentation.
• Create, escalate and assign tickets to development teams as needed.
• Monitor service levels to ensure quality and productivity standards are met.
• May be trained and participate in RPA coding modifications, updates, and improvements.

Digital Operations Process Supervisor

Analyst

• Complete all tasks and responsibilities in accordance with applicable regulatory requirements.
• Research and provides timelines for complaints received from the Advocate Department, CFPB, Better Business Bureau, etc.
• Provide summaries and information as requested from internal and external clients to assist with litigated files, adversary complaints, and other legal action.
• Monitor, provide reports to vendors, and build insurance lines and flood zones on acquired loans.
• Verify the tax data that is built by tax vendor on acquired loans.
• Input payment changes and shortage spreads on acquired loans.
• Provide escrow figures for loans processing an assumption.
• Update escrow payments, insurance policies, and perform analysis on assumed loans.
• Operate in partnership with other departments and divisions, fostering positive working relationships and demonstrating excellent customer service skills.
• Research and rebut incorrect tax penalties with tax vendor. Provide supporting documentation to the Research and Recovery Department to recuperate funds.
• Research and provide instructions on outstanding checks.
• Proficient working knowledge of Microsoft Programs (Excel, Teams, & Outlook).
• Ability to troubleshoot moderate to highly complex escrow issues and make decisions which have significant impact.
• Moderate understanding of Agency and investor guidelines.
• Ability to communicate effectively with all levels of staff and management both internally and externally.
• Ability to handle multiple tasks under pressure and changing priorities.
• Ability to self-motivate and work with limited supervision.
• Strong math skills, 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.

Escrow Analyst

Accounts Payable

• Reviews and processes vendor invoices, including coding to the correct cost center and ensuring proper authorization; researches and resolves discrepancies.
• Reviews and audits employee expense reports, ensuring proper authorization and coding to the correct cost center, supporting receipts, and compliance with company policies.
• Assists with vendor approval process.
• Research unusual items to prevent improper payments and communicates with various vendors to research and resolve invoice discrepancies. Gathers required information for invoice reconciliation.
• Maintains professional level of integrity when handling confidential and/or sensitive information.
• Maintains consistent attendance to ensure fulfillment of essential duties and responsibilities.
• Track, follow-up, and collect accounts receivables such as commissions and utility bills.
• Ensure invoice approval deadlines are met.
• Monitor inboxes related to accounts payable such as deposits, unable to post and commission queue.

Customer Service Specialist, I

Early Stage Collections Specialist, I

Account Manager

Digital Operations Process Supervisor

Escrow Analyst

Accounts Payable II Representative