Come join our amazing team and work a remote schedule!
The Loss Mitigation Escalation and Research Specialist will function as the point of contact for multiple departments within the company (i.e. Advocacy, Customer Research, Collections, Escrow, Mediation, Foreclosure, etc.) to provide details, timelines and documentation required by said departments to prepare timely responses to complaints, escalations & inquiries including, but not limited to, those from the CFPB, investors, state regulatory agencies, Better Business Bureau (BBB), borrower authorized legal counsel & 3rd parties, etc. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The approved Target Pay Range for this position is $28.50 to $30.00.
What you’ll do:
- Responsible for tracking requests in an effective and timely manner to ensure regulatory response timelines are met while also providing trending information to Loss Mitigation Management.
- Research and respond to inquiries or requests in order to meet regulatory response timelines.
- Provide detailed responses that include root cause analysis and imaging documentation, as required.
- Partner with Managers and Supervisors within the Loss Mitigation Department to recommend resolution courses of action to solve problems identified during research process.
- Partner with other departments to address loan level issues and perform root cause analysis.
- Create and maintain a database to track issues received, resolution, and provide monthly updates to Management on issues and trends.
- Function as the subject matter expert for all Loss Mitigation departments.
- Assist management in identifying training opportunities and in creating an environment of continuous process improvement.
- Minimal travel supporting business operations may be required.
- Other duties and projects as assigned.
What you’ll need:
- High school diploma required; college degree preferred.
- Four (4) years’ of combined experience in loss mitigation or mortgage servicing required.
- A strong working knowledge of Loss Mitigation process, investor programs & mortgage servicing guidelines.
- Excellent Fiserv knowledge and the ability to research in both system and imaging.
- An intermediate level of knowledge of Microsoft Suite of Applications (Word, Excel, Outlook, etc.)
- Excellent written and oral communication skills.
- Excellent problem solving skills.
- Ability to build a good working rapport with all levels of employees.
- Strong organizational skills with good attention to detail required.
- Ability to interact with mid-level, senior & executive management as well as be considered a business level subject matter expert (“SME”).
- Ability to think creatively and make recommendations on remediation of issues.
- Ability to make decisions that have significant impact on CMS’s and the department’s credibility, operations and services.
- Ability to make informal presentations, inside and/or outside the organization and speak in front of groups.
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: www.carringtonmortgage.com.
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, 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. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.
Notice to all applicants: Carrington does not do interviews or make offers via text or chat.
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Skills Required
- High school diploma
- College degree
- Four years of combined experience in loss mitigation or mortgage servicing
- Strong working knowledge of loss mitigation processes, investor programs, and mortgage servicing guidelines
- Excellent Fiserv knowledge and ability to research in system and imaging
- Intermediate knowledge of Microsoft Office applications, including Word, Excel, and Outlook
- Excellent written and oral communication skills
- Excellent problem-solving skills
- Ability to build rapport with employees at all levels
- Strong organizational skills and attention to detail
- Ability to interact with mid-level, senior, and executive management as a subject matter expert
- Ability to think creatively and recommend issue remediation
- Ability to make decisions with significant impact on department operations and services
- Ability to make informal presentations and speak in front of groups
What We Do
Carrington Mortgage Services, LLC ( “Carrington”) (NMLS ID #2600) is a national direct to consumer and wholesale lender. Our retail home lending division has community-based branches assisting borrowers with home financing opportunities and local real estate agents with their buyer clients. Our wholesale lending team assists mortgage brokers nationally providing fast, reliable service. We work as a team to make the mortgage process easier on you, the borrower, the agent or the broker.
