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Collection Coordinator

Carrington Mortgage Services

This is a Full-time position in Anaheim, CA posted January 27, 2022.

The Early Stage Collections Specialist II 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 arrangement to bring borrowers current. In the event a borrower is unable to bring the account current, representatives thoroughly review the borrower’s current financial situation and offer additional options depending on the circumstance. They also provide support to inbound Customer Service on high inbound volume days. Individual must perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

This role generally performs more involved and complex analysis of accounts. Incumbents are able to perform collections and customer service activities and may still be learning the more complex mortgage concepts and call types.


  • 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.
  • Perform other duties as assigned.

Job Requirements:


  • Knowledgeable of investor hierarchies for loss mitigation options.
  • Knowledge of or ability to learn requirements of the Fair Debt Collection Practices Act.
  • Knowledge of relevant and industry-specific computer software packages.
  • Strong verbal communication skills – ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.
  • Basic to Intermediate math skills (i.e., add, subtract, multiply, and divide and to record, balance, and check results for accuracy).
  • Ability to understand basic collection issues and to collaborate and explore alternative solutions.
  • Ability to apply state, federal and company requirements and make proper decisions.
  • Ability to organize thoughts and ideas into understandable terminology.


  • High school diploma or equivalent work experience.
  • 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 preferred.

EEO/AAP Employer