Bilingual Early Stage Collections Specialist, I (11am to 8pm EST shift)

Carrington Holding Company, LLC is seeking a Bilingual Early Stage Collections Specialist to join their team in a hybrid work environment. The role involves counseling borrowers on payment options, negotiating arrangements, and providing support to customer service during high volume days while ensuring compliance with regulations.

Responsibilities

• 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

Skills

• High school diploma or equivalent work experience
• Less than one (1) year collections experience in a customer service/call center environment and /or loan servicing experience
• Experience in the Banking, Mortgage/Loan Servicing industries

Benefits

• Comprehensive healthcare plans for you and your family.
• Plus, 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.

Company Overview