Sr Escalation Collections Specialist (11am-8pm EST))

divh2Sr Escalations Collections Specialist/h2pCome join our amazing team and work a hybrid schedule working 11:00am -8:00pm EST!/ppThe Sr Escalations Collections Specialist is responsible for providing excellent support by answering questions and offering direction on incoming and outgoing calls. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with the companys policies and procedures, all US state and federal laws and regulations, wherein the company operates./ppThe Senior level in the job family and generally handles highly complex inbound calls, escalated calls and Gapping requirements and support lower-level employees. At this level, the Specialist only occasionally needs to escalate calls to a Team Lead or Supervisor. The target pay for this position is $26.00/hr plus monthly incentive bonus./ppstrongWhat youll do:/strong/pulliDeliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in all but the most complex issues and in compliance with all applicable regulations./liliRefer more complex or complicated calls to qualified team member./liliPerform necessary steps to provide call resolution which may include setup and routing of process tasks, email, or phone contact with supporting departments./liliTrack, follow-up and complete customer call backs to ensure inquiry resolution./liliCollect payments whenever appropriate./liliDocument call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system./liliResearch and resolve a wide variety of customer questions/issues./liliResolves and/or addresses complex customer problems or questions./liliKnowledge of Fair Debt Collection Practices Act required./liliKnowledge of relevant and industry-specific computer software packages preferred./liliStrong negotiation skills/liliAbility to understand moderately complex problems and to collaborate and explore alternative solutions./liliAbility to make decisions that have moderate impact on the immediate work unit./liliAbility to organize thoughts and ideas into understandable terminology./liliAbility to add, subtract, multiply, and divide and to record, balance, and check results for accuracy./liliAbility to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly./li/ulpstrongWhat youll need:/strong/pulliHigh school diploma or equivalent work experience/liliTwo (2) to three (3) years customer service/call center experience in a high-volume telephone contact environment/liliThree (3) years or more Mortgage Loan Servicing industry experience/li/ulpCarrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope youll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: We Offer:/strong/pulliComprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed./liliAccess to several fitness, restaurant, retail (and more!) discounts through our employee portal./liliCustomized training programs to help you advance your career./liliEmployee referral bonuses so youll get paid to help Carrington and Vylla grow./liliEducational Reimbursement./liliCarrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org./li/ulpstrongNotice to all applicants: Carrington does not do interviews or make offers via text or chat./strong/p/div