Lead business unit work teams in a call center/bank operations environment at M&T Bank. Monitor workflows, document processes, and resolve customer issues in a hybrid role.
About the role
- Early Stage Collections Specialist managing borrower payment arrangements for Carrington Mortgage Services. Providing financial solutions and customer support in a hybrid work environment.
Responsibilities
- Counseling borrowers on methods for bringing their loan current and/or exploring alternative solutions.
- Contacting borrowers in the early stages (1-59 days) of the delinquency cycle and negotiate payment arrangements.
- Reviewing borrower’s current financial situation and offer additional options.
- Providing support to inbound Customer Service on high inbound volume days.
- Performing all duties in accordance with company’s policies, US state and federal laws and regulations.
- Evaluating and helping determine the borrower’s ability to pay, and collecting appropriate financial information.
- Counselling borrowers on their options through education of alternative solutions.
- Providing alternatives to borrowers by educating them on repayment plans, loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing.
- Negotiating reasonable payment arrangements with borrowers and processing payments.
Requirements
- 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 preferred.
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.
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