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

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 arrangements to bring borrowers current. In the event a borrower is unable to bring the account current, the representative thoroughly reviews the borrower’s current financial situation and offers additional options depending on the circumstance. The specialist also provides support to inbound Customer Service on high inbound volume days. All duties are performed in accordance with the company’s policies and procedures, all US state and federal laws and regulations, and wherever the company operates. This role generally performs work of low to moderate complexity. Incumbents handle collections and customer service activities while learning complex mortgage concepts and call types. The target pay is $23.50/hr plus a monthly incentive bonus. An additional $1.50/hr can be added for the Spanish bilingual skill set, and an additional $1.50/hr for working 11am to 8pm. What You’ll Do Evaluate and determine the borrower’s ability to pay, collecting appropriate financial information in a courteous and professional manner, striving for first‑call resolution and complying 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. Provide alternatives to borrowers who demonstrate the ability or inability to pay, 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. Act as the single point of contact for a borrower when needed. Escalate borrowers to a licensed Loss Mitigation associate for specific workout details when necessary. 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 mortgage activities. What You’ll Need High school diploma or equivalent work experience. Less than one (1) year of collections experience in a customer service/call center environment and/or loan servicing experience. Experience in the Banking, Mortgage/Loan Servicing industries preferred. Our Company Carrington 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 you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more, visit 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. Access to several fitness, restaurant, and retail 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’s contributions to the community through causes that reflect the interests of Carrington Associates. For more information about the foundation and the programs it supports, visit carringtoncf.org. Notice to all applicants: Carrington does not do interviews or make offers via text or chat. #J-18808-Ljbffr Carrington Holding Company, LLC