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.
• Collaborate with supporting departments to resolve customer issues.
• Escalate issues and refer complex calls as appropriate.

Bilingual Customer Service Specialist I

Collections

• Counsel borrowers on methods to bring loans current and explore alternative solutions.
• Explain detailed mortgage loan information to borrowers including HUD Waterfall, loan workout and modification options.
• Evaluate borrower ability to pay and collect appropriate financial information in a courteous and professional manner.
• Strive for first-call resolution while complying with applicable regulations.
• Contact borrowers using an automated dialing system (Aspect Dialer) for inbound and outbound calls and conduct manual outbound calls.
• Provide alternatives such as loan modifications, short sales, Deed in Lieu of Foreclosure, and possible refinancing.
• Negotiate reasonable payment arrangements and assemble Request for Mortgage Assistance packages per department policies.
• Function as single point of contact for borrowers when needed and escalate to licensed Loss Mitigation associates for specific workout details.
• Provide status on payments, payoff inquiries, short sale requests, REO vendor information, payment history, and new servicer contact information.
• Process payments and assist with loan servicing website payments, denied access, and password resets.
• Respond to escrow, loss draft and closing document inquiries.
• Provide status on loss draft, short sale, Deed in Lieu, modification/refinance requests, payment/credit disputes, escrow refunds, repayment plans, and down payments on foreclosure pending mortgages.
• Apply and learn relevant regulations such as the Fair Debt Collection Practices Act and use industry-specific software.
• Communicate clearly with borrowers and internal teams; organize information for understandable decisions.

Late-Stage Collections Specialist I

• Provide excellent customer service by answering a large volume of incoming and outbound calls regarding existing mortgage loans.
• Resolve customer issues quickly while providing accurate and timely information within company policies and applicable regulations.
• Handle least complex inbound calls and escalate more complex calls as appropriate.
• Set up and route process tasks, contact supporting departments via email or phone as needed.
• Track, follow-up and complete customer call backs to ensure inquiry resolution.
• Collect payments when necessary and appropriate.
• Document call details in the mortgage servicing system.
• Perform other duties as assigned.

• Provide excellent customer service by answering a large volume of incoming and outbound calls regarding existing mortgage loans
• Handle least complex incoming calls and escalate more complex calls as appropriate
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution and compliance with applicable regulations
• Perform necessary steps to provide call resolution including setup and routing of process tasks and communication with supporting departments
• Track, follow-up and complete customer callbacks to ensure inquiry resolution
• Collect payments when necessary and appropriate
• Document call details, customer comments, and follow-up dates in the mortgage servicing system
• Perform duties in accordance with company policies, procedures and US state and federal laws
• Entry-level role in the job family, primarily handling inbound calls

Customer Service Specialist I

Data Engineer

Come join our amazing team and work remote from home!
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. Perform all duties in accordance with the company’s policies and procedures, investor guidelines, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $140,000.00 to $160,000.00.
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

Business Operations

Come join our amazing team and work remote from home!
Supporting the Project Manager, the Senior BSA will be responsible for engaging with the business to gather and document requirements, understand standard business processes, perform analysis, provide solution options, work with engineer to design implementation and support testing through project completion.
Will be deeply involved throughout the solution development lifecycle as the requirements subject matter expert and is expected to take personal responsibility and ownership for the requirements artifacts produced.
Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.
The target pay range for this position is $100,000. to $140,000.
Our Company: Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics.
What We Offer: Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

Senior Business Systems Analyst

Manager

• Develop the standard reporting practices for Customer Contact and the Dialer Operations.
• Responsible for leading Carrington’s Dialer Support and Operations teams and successful monitoring of the workforce management system for designated business units within the organization.
• Carry out management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; monitoring performance, rewarding, and disciplining employees; and addressing complaints and resolving problems.
• Responsible for identifying and scheduling daily, monthly, quarterly, and annual reporting requirements.
• Identify areas where reporting can streamline processes and procedures and work with management to implement.
• Function as a Business Systems Analyst in obtaining business reporting needs and then design, build, and implement new reporting.
• Recommend new or modified reporting methods and procedures to improve report content and accuracy of information.
• Ensure that new system changes are implemented correctly and do NOT affect the contact center metrics or alter accordingly.
• Manage programs and queries to retrieve, analyze, and forecast data for project, and programing requirements.
• Ensures customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly.
• Motivates and supports team in the production of weekly schedules and daily operational tasks.
• May assist in the design and implementation of systems and programming used for reporting.
• Conduct routine meetings with subordinates to ensure open communication of expectations and desired results.
• Manage the analysis and reporting on service and operational performance improvement efforts.
• Conduct Performance Reviews on staff members as required by the company.
• Advanced knowledge of SQL, Power BI, Sybase, Crystal Reporting, and MS Applications including SQL Server Reporting Services, Excel, Access, and Power Point
• Strong verbal and written communication skills
• Knowledge of relevant and industry-specific computer software packages is preferred.
• Working knowledge of call center technologies and processes including delinquency dialer routines, call routing and contact center fundamentals preferred.
• Ability to understand complex problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have significant impact on the immediate work unit and monitor impact outside the immediate work unit.
• Ability to organize, forecast and prioritize work schedules of others on long-term basis.
• 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.
• Ability to work independently under limited supervision.

Business Support Services Manager

• The Early Stage Collections Specialist will be 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. In the event a borrower is unable to bring the account current, representatives thoroughly review the borrower’s current financial situation and offer additional options depending on the circumstance. They also provide support to inbound Customer Service on high inbound volume days. Individual must perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.
• This role generally performs work of low to moderate complexity. Incumbents are able to perform collections and customer service activities and may still be learning the more complex mortgage concepts and call types. The target pay range for this position is $21.50 per hour plus monthly incentive bonus. An additional $1.50/hr can be added for the Spanish bilingual skill set.
• What you'll do:
• 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.

Bilingual Customer Service Specialist I

Late-Stage Collections Specialist I

Bilingual Customer Service Specialist I

Customer Service Specialist I

Senior Data Engineer

Senior Business Systems Analyst

Business Support Services Manager

Bilingual Early Stage Collections Specialist