Customer service representative managing active and receptive calls for debt negotiation in telecommunications. Role involves providing solutions and utilizing systems for effective communication.
About the role
- Late Stage Collections Specialist negotiating loan workouts and modifications for borrowers at Carrington Mortgage Services. Providing detailed mortgage loan information while ensuring compliance with regulations.
Responsibilities
- Explain detailed mortgage loan information to borrowers including the HUD Waterfall, mortgage loan information and loan workout and modification options to borrowers.
- Evaluate and help determine the borrower’s ability to pay, and collect appropriate financial information in a courteous and professional manner, striving for first-call resolution and in compliance with all applicable regulations.
- Counsel borrowers on their options through education of alternative solutions.
- Contact borrowers, utilizing an automated dialing system (Aspect Dialer) for both inbound and outbound calls and conduct 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, assemble and provide the required documents to complete a borrower “Request for Mortgage Assistance” package in compliance with department policies and procedures.
- 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.
Requirements
- High school diploma or equivalent work experience.
- Two (2) years of collections, loss mitigation, or single point of contact experience in a call center environment.
- A minimum of two (2) years’ experience in the Banking, Mortgage/Loan Servicing industries.
- Strong knowledge of Fair Debt Collection Practices Act.
- Strong 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.
- Negotiation skills that allows the Late Stage Collections Specialist to control the call and come to a proper resolution for both the company and the borrower.
- Proficient higher level math skills needed to calculate and communicate borrower payments.
- Ability to understand moderately complex collection issues and to collaborate and explore alternative solutions.
Benefits
- Comprehensive healthcare plans for you and your family.
- Discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.
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