Account Specialist managing key client relationships for leading automotive financing solutions company. Focused on product support and partner growth in a collaborative team environment.
About the role
- Loss Mitigation Specialist educating borrowers on foreclosure alternatives to retain home ownership. Handling calls regarding loan modifications, repayment plans, and other options at Carrington Mortgage Services.
Responsibilities
- Handle inbound calls routed through IVR as well as internal transfers to determine borrowers’ intent to retain property, discuss foreclosure alternatives, provide eligibility criteria/information.
- Make outbound calls on all assigned loans in pipeline to follow up on collection of signed trial agreements, repay agreements and final loan modification documents.
- Communicate approval or denial of a loss mitigation workout option, and handle general questions regarding account information.
- Reviews borrowers’ financial hardship documentation to determine the best work-out option, depending upon their current financial status and whether it is a short-term or long-term hardship.
- In a denial case engage borrowers’ interest and participation in a loss mitigation liquidation option and route borrower to the loss mitigation liquidation team.
- Provide information to borrowers’ relating to Title issues that may be impeding finalization of a modification.
- Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
- Communicate the options available to the borrower for resolving the delinquency or imminent default, the actions the borrower must take to be considered for those options, the timing requirements for completion of actions by the borrower and the servicer, and the status of the servicer’s evaluation of the borrower for those options.
- Notify the Intake team when it appears that an error may have occurred in Intake regarding missing or unacceptable documents.
- Being knowledgeable about the borrower’s situation and current status in the entire delinquency or imminent default resolution process, including any Loss Mitigation or non-foreclosure liquidation options.
- Assist borrowers who request to escalate a complaint or dispute a reason for non-approval, in contacting the servicer’s staff handling Escalated Cases and, upon request, must provide contact information for MHA Help.
- Perform other duties as assigned.
Requirements
- One (1) or more years’ experience in collections, loss mitigation or call center within a mortgage servicing environment required.
- Full State NMLS licensing required within 6 months of entering this job.
- Knowledge of mortgage industry terminology preferred.
- Working knowledge of all Government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.
- Knowledge of Microsoft Suite at an intermediate level required.
Benefits
- Comprehensive healthcare plans for you and your family.
- A 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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