loss mitigation specialist

Carrington Mortgage Services, LLC

<div>Come join our amazing team and work a hybrid schedule! 
The Loss Mitigation Specialist will be responsible for educating borrowers on CMS&rsquo; Loss Mitigation alternatives with the objective of retaining home ownership and avoiding foreclosure, including Loan Modifications, Partial Claims, Repayment Plans, Forbearances and Reinstatements. Perform all duties in accordance with the company&rsquo;s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The approved pay for this position is $23.00 + monthly bonus. An additional $1.50 per hour can be added, if you are bilingual English/Spanish.
What you'll do:
<ul><li>Handle inbound calls routed through IVR as well as internal transfers to determine borrowers&rsquo; intent to retain property, discuss foreclosure alternatives, provide eligibility criteria/information,
</li><li>Make outbound calls on all assigned loans in pipeline to follow up on collection of signed trial agreements, repay agreements and final loan modification documents.
</li><li>Communicate approval or denial of a loss mitigation workout option,and handle general questions regarding account information.
</li><li>Reviews borrowers&rsquo; financial hardship documentation to determine the best work-out option, depending upon their current financial status and whether it is a short-term or long-term hardship.
</li><li>In a denial case engage borrowers&rsquo; interest and participation in a loss mitigation liquidation option and route borrower to the loss mitigation liquidation team.
</li><li>Provide information to borrowers&rsquo; relating to Title issues that may be impeding finalization of a modification.
</li><li>Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities.
</li><li>Communicate the options available to the borrower for resolving the delinquency or imminent default, the actions the borrower must take to be considered for those options, the timing requirements for completion of actions by the borrower and the servicer, and the status of the servicer&rsquo;s evaluation of the borrower for those options.
</li><li>Notify the Intake team when it appears that an error may have occurred in Intake regarding missing or unacceptable documents.
</li><li>Being knowledgeable about the borrower&rsquo;s situation and current status in the entire delinquency or imminent default resolution process, including any Loss Mitigation or non-foreclosure liquidation options.
</li><li>Assist borrowers who request to escalate a complaint or dispute a reason for non-approval, in contacting the servicer&rsquo;s staff handling Escalated Cases and, upon request, must provide contact information for MHA Help.
</li><li>Perform other duties as assigned.
 </li></ul>What you'll need:
<ul><li>One (1) or more years&rsquo; experience in collections, loss mitigation or call center within a mortgage servicing environment required.
</li><li>Full State NMLS licensing required within 6 months of entering this job.
</li><li>Knowledge of mortgage industry terminology preferred.
</li><li>Working knowledge of all Government program requirements and timelines, including FHA, VA, USDA, FNMA and FHLMC.
</li><li>Knowledge of Microsoft Suite at an intermediate level required.
</li>Bilingual English/Spanish preferred. 
<li>
</li></ul>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&rsquo;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:
<ul><li>Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
</li><li>Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
</li><li>Customized training programs to help you advance your career.
</li><li>Employee referral bonuses so you&rsquo;ll get paid to help Carrington and Vylla grow.
</li><li>Educational Reimbursement.
</li>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. 
<li>
</li></ul>https://oag.ca.gov/privacy/ccpa
 Notice to all applicants: Carrington does not do interviews or make offers via text or chat.</div>

Hybrid Loss Mitigation Specialist

First American

<div><h2 class="jobSectionHeader">Who We Are</h2>
Join a team that puts its People First! Since 1889, First American (NYSE: FAF) has held an unwavering belief in its people. They are passionate about what they do, and we are equally passionate about fostering an environment where all feel welcome, supported, and empowered to be innovative and reach their full potential. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For&reg; list for ten consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all. For more information, please visit www.careers.firstam.com.<h2 class="jobSectionHeader">
What We Do</h2>
The Sr. Collections Specialist serves as a highly skilled resource responsible for managing complex loss mitigation and collections activities. Also known as the Single Point of Contact (SPOC) within Loss Mitigation, you will act as the liaison for borrowers, guiding them through delinquency resolution and home retention or liquidation options. You will conduct both inbound and outbound customer outreach, analyze borrower financials, negotiate payment solutions, and ensure accounts remain compliant with investor, regulatory, and company requirements. This position requires strong judgment, advanced problem solving skills, and the ability to navigate sensitive or difficult customer situations with professionalism. As a subject matter expert, you will maintain detailed documentation, resolve escalated issues, and provide exceptional service while managing a wide range of tasks in a fast paced environment.
WHAT YOU'LL DO<ul><li>
Serve as the primary point of contact for customers regarding loss mitigation and collections-related inquiries.</li><li>
Perform outbound and inbound collection calls to resolve delinquent accounts.</li><li>
Analyze borrower financials to determine eligibility for retention (forbearances, modifications) or liquidation (short sale, deed in lieu) options.</li><li>
Maintain accurate and detailed records of all customer interactions and account activity.</li><li>
Provide exceptional customer service by addressing and resolving complex account issues, discrepancies, and disputes.</li><li>
Review accounts to ensure compliance with company policies, procedures, and regulatory requirements.</li></ul>
WHAT YOU'LL BRING
Required Education, Experience, Certification/Licensure<ul><li>
High School diploma or equivalent</li><li>
Some college preferred</li><li>
Typically requires a minimum of 3 years&rsquo; experience in collections, loss mitigation or mortgage servicing.</li></ul>
Knowledge, Skills, and Abilities (KSAs)<ul><li>
Excellent verbal and written skills with strong negotiation and active listening skills.</li><li>
Problem solving, time management, and organizational skills.</li><li>
Excellent customer service skills with the ability to manage conflict and negotiate successful outcomes.</li><li>
Strong attention to detail</li><li>
Strong knowledge of investor guidelines (FHA, VA, FNMA, FHLMC)</li><li>
Able to thrive working in a fast-paced collaborative environment and manage multiple priorities.</li><li>
Strong computer skills including Microsoft Office applications.</li><li>
Strong knowledge of state and federal Fair Debt Collections Laws, US Bankruptcy Code, and bankruptcy procedures and regulations.</li><li>
Able to analyze and interpret complex documents to make sound decisions and recommendations.</li><li>
Able to interact and communicate with individuals at all levels of the organization.</li></ul>
Working hours will be 11am-8pm EST.<h2 class="jobSectionHeader">
What We Offer</h2>
By choice, we don&rsquo;t simply accept individuality &ndash; we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it&rsquo;s the right thing to do, but also because it&rsquo;s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.
Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.</div>

Sr. Collections Specialist (remote)

State of Idaho

<div><h4 class="jobSectionHeader">State of Idaho Opportunity
</h4><h3 class="jobSectionHeader">Mitigation Specialist - State Public Defender's Office
</h3><h4 class="jobSectionHeader">Full-time (40 hours) - $90,000 annually D.O.E. 
</h4> 
The Idaho State Public Defender (SPD) is a newly created state agency which provides trial representation to indigent criminal defendants pursuant to Idaho Code &sect;&sect; 19-6005, 19-6009 (effective 10/1/24). The SPD is responsible for all indigent defense cases throughout the State of Idaho, including both juveniles and adults.
The SPD values its employees and offers meaningful work that has a direct impact on citizens across the state. Additionally, the SPD is a qualifying employer for the purposes of the Public Service Loan Forgiveness Program (PSLF).
We are seeking to fill three positions across the state. Please note your location preference(s) in your cover letter&mdash;Boise, Idaho; Northern Idaho; and Eastern Idaho 
 
POSITION &amp; RESPONSIBILITIES
The primary purpose of this position is to provide mitigation investigation support to institutional and contract defending attorneys and to assist in the presentation of both guilt/innocence and penalty-phase issues at all stages of both capital and non-capital cases. The mitigation specialist works as part of the defense team to help meet the Office of the State Public Defender&rsquo;s core goal&mdash;providing zealous holistic representation.
The Mitigation Specialist is a specialized investigator with training and experience in the forensic application of social science theory, with an emphasis in the mental health disciplines. The Mitigation Specialist must have great empathy for others and an uncommon ability to talk with people from a wide variety of backgrounds about very sensitive and traumatic subjects. The Mitigation Specialist is charged with identifying, cultivating, analyzing, and incorporating relevant mitigating evidence into the theory of the case.
This is a non-classified position that reports to the Managing Attorney or their designee.
Example of Duties
<ul><li>Building and maintaining positive and productive relationships with clients, clients&rsquo; families and other case participants;
</li><li>Assisting attorneys in investigating and developing clients&rsquo; life history evidence;
</li><li>Recognizing, gathering, and evaluating information which may indicate physical, mental, emotional, educational, or other problems which require further investigation or testing by a specialist;
</li><li>Collecting, reviewing, analyzing, and organizing voluminous case files and records;
</li><li>Identifying and initiating new areas of investigation;
</li><li>Gathering and assessing documentary and other evidence;
</li><li>Locating and interviewing witnesses;
</li><li>Drafting memoranda, declarations, chronologies, and social history reports;
</li><li>Effectively expressing verbal and written thoughts and opinions and demonstrated ability to clearly articulate issues and analysis in the form of written documents;
</li><li>Planning, organizing, and effectively presenting mitigation themes, ideas and concepts to others;
</li><li>Working with experts;
</li><li>Supporting defending attorneys in the preparation of litigation and presentation of evidence in court proceedings by preparing witness affidavits; assisting in the identification, selection, preparation, and presentation of lay and expert witnesses; formulating detailed reports; and researching and writing on issues relating to mitigation;
</li><li>Serving subpoenas;
</li><li>Working evenings and weekends, as investigations require including extensive overnight travel and work outside of business hours;
</li><li>Utilizing the Internet, personal computer technology including Microsoft Word, Excel, Lexis-Nexis and other computer software and online databases;
</li><li>Entering and reviewing data in the Case Management System (CMS) according to CMS guidelines;
</li><li>Tracking own time in the CMS;
</li><li>Maintaining confidentiality of client information and adhering to ethical standards;
</li><li>Attend case planning and strategy meetings;
</li><li>Working both inside and outside the office; and
</li>Other duties as assigned. 
<li>
</li></ul> 
MINIMUM QUALIFICATIONS
<ul><li>Five years of social work or social history investigation experience; and
</li><li>Possession of a valid driver's license and access to a motor vehicle to perform essential job-related functions.
</li></ul>Preferred Qualifications
<ul><li>Bachelor&rsquo;s degree from an accredited college or university in Social Work, Psychology, Sociology, Criminal Justice, or closely related field; or
</li><li>Graduation from an accredited college or university with a Master of Social Work Degree;
</li><li>Experience in mitigation or criminal defense investigation; and
</li>Prior experience with at-risk populations and a demonstrated ability to relate effectively to a diverse clientele and staff. 
<li>
</li></ul> 
BENEFITS
Best Retirement Available in The Nation
The State of Idaho has one of the nation's best state retirement systems (PERSI) that offers a lifetime benefit once vested. This position is PERSI retirement eligible, and the duties correspond to General Member - which means a mandatory employee contribution of 7.18%, while the employer contributes at a higher rate of 11.96%.
Other Excellent Benefits
<ul><li>Excellent low-cost medical, dental, and vision insurance&mdash;employee coverage for PPO is $70.74/month for medical and vision and $12.08/month for dental (full-time).
</li><li>Generous vacation and sick leave accrual will begin as soon as you start.
</li><li>Paid parental leave.
</li><li>Eleven paid holidays per year.
</li><li>Multiple retirement savings plans, including optional 401K and deferred compensation plans.
</li><li>Group Life Insurance/Disability Insurance/Supplemental Life Insurance.
</li><li>Employee Assistance Program.
</li><li>Flexible Spending Accounts.
</li>Wellness Programs. 
<li>
</li></ul> 
LOCATION
Please note your location preference(s) in your cover letter&mdash;Boise, Idaho; Northern Idaho; and Eastern Idaho 
 
HOW TO APPLY
Qualified applicants who would like to apply for this position must submit the following: 1) cover letter , 2) resume , and 3) two references . Application materials should be submitted through the Careers with the State of Idaho website, https://statecareers.idaho.gov/, and not directly to the agency. 
 
For assistance on your application, please contact Mariette Barcinas at Mariette.Barcinas@spd.idaho.gov. 
 
EEO/ADA/VETERAN
 
The State of Idaho is committed to access and reasonable accommodations for individuals with disabilities, auxiliary aids and services are available upon request. If you require an accommodation at any step in our recruitment process, you are encouraged to contact (208) 334-2263 (TTY/TTD: 711), or email ada.coordinator@dhr.idaho.gov. 
 
The State of Idaho is committed to providing equal employment opportunities and prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, political affiliation or belief, sex, national origin, genetics, or any other status protected under applicable federal, state, or local laws.
Preference may be given to veterans who qualify under state and federal laws and regulations. *Benefits may not be applicable for temporary or seasonal positions.</div>

Mitigation Specialist

<div>Come join our amazing team and work a hybrid schedule! 
The Special Servicing Specialist will be responsible for educating borrowers on alternatives to foreclosure, with the objective of retaining home ownership and preventing company losses. Perform all duties in accordance with the company&rsquo;s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The approved pay for this position is $22.00 per hour plus a monthly incentive. An additional $1.50 per hour can be added, if you are bilingual English/Spanish.
What you&rsquo;ll do:
<ul><li>Reviews borrowers&rsquo; financial hardship documentation to determine the best work-out option, depending upon their current financial status and whether it is a short-term or long-term hardship.
</li><li>Sets up repayment plans; makes outbound calls on all delinquent loans in queue to obtain funds on repayment plans; sends letters on broken repayment plans; updates system notes as indicated.
</li><li>Receives inbound calls generated from automated dialer campaigns to determine borrowers&rsquo; intent to retain property, establish repayment option or liquidation option as appropriate.
</li><li>Cancels or postpones foreclosure sale on non-performing repayment plans.
</li><li>Reviews active forbearance plans and forwards account for modification referral as determined by payment history and/or documented financial ability to maintain modified loan terms.
</li><li>Places a foreclosure sale postponement on newly established repayment plans.
</li>Perform other duties as assigned. 
<li>
</li></ul>What you&rsquo;ll need:
<ul><li>High school diploma or equivalent work experience.
</li><li>One (1) to Three (3) years of combined experience from experience in loss mitigation, collections, or call center environment.
</li><li>Ability to understand opposing points of view on highly complex issues and to negotiate and integrate different viewpoints.
</li><li>Ability to express or exchange ideas by means of the spoken word, communicating orally with other accurately, audibly, and quickly.
</li><li>Some college courses in business, accounting or finance preferred.
</li><li>Knowledge of mortgage industry terminology preferred.
</li><li>Knowledge of Microsoft Suite at an intermediate level required.
</li><li>Ability to make decisions that have significant impact on the department&rsquo;s credibility, operations, and services.
</li><li>Ability to organize and prioritize own work schedule on short-term basis (longer that one month) and within allotted work schedule timelines.
</li><li>Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
</li>Ability to express or exchange ideas by means of the spoken word, communicating orally with other accurately, audibly, and quickly. 
<li>
</li></ul>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&rsquo;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:
<ul><li>Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
</li><li>Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
</li><li>Customized training programs to help you advance your career.
</li><li>Employee referral bonuses so you&rsquo;ll get paid to help Carrington and Vylla grow.
</li><li>Educational Reimbursement.
</li>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. 
<li>
</li></ul>https://oag.ca.gov/privacy/ccpa
Notice to all applicants: Carrington does not do interviews or make offers via text or chat.</div>

Hybrid Special Servicing Specialist

Hybrid Bilingual Special Servicing Specialist

Information Technology Senior Management Forum

<div><div>Posted Date
3/18/2026
</div><div>Description
<div>Work From Home Sr. Advocacy Coordinator
The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.
Key Responsibilities:
Escalation Management &amp; Customer Advocacy:<ul><li>
Tier 2 Resolution: Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues</li><li>
Complaint Research: Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results</li><li>
De-escalation: Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels</li><li>
Outbound Engagement: Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience</li></ul>
Risk, Compliance &amp; Strategy:<ul><li>
Risk Identification: Flag potential regulatory compliance violations or risk events immediately</li><li>
Trend Analysis: Identify and provide feedback on recurring trends regarding customer friction points</li><li>
Documentation: Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards</li></ul>
Operational Support:<ul><li>
Subject Matter Expert (SME): Serve as an SME for complex collections, escalations, and policy interpretations for internal teams</li><li>
Special Projects: Participate in projects supported by CCAT, including process enhancements and departmental initiatives</li><li>
Loss Mitigation: Support customers with repayment plans, hardship program enrollment, and resolution pathways</li></ul>
Technical Proficiency:
Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.<ul><li>
Communication &amp; Collaboration: Slack, Google Chat, Google Workspace (Sheets, Docs, Slides, Forms)</li><li>
Core Systems: Titan/Ease, Dionysus, Remtico, TMS</li><li>
Data &amp; Monitoring: Atticus/Kibana, Unidentified Log, Vessel, Sentinel</li><li>
Verification &amp; Compliance: Innovis, Intellicheck, Empath</li></ul>
Job Level: Sr Coordinator
Schedule: 9:00am-6:00pm or 10:00am-7:00pm Monday-Friday CST
Basic Qualifications:<ul><li>
High School Diploma, GED, or equivalent certification</li><li>
At least 3 years of Customer Service or Call Center Experience</li><li>
At least 1 year of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience using Google Suite or Microsoft office</li></ul>
Preferred Qualifications:<ul><li>
At least 4 years of Customer Service or Call Center experience</li><li>
At least 2 years of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience supporting cross-functional teams or special projects</li></ul>
Work from Home Technology Requirements:<ul><li>
Secure home office environment that is free from background noise and distractions</li><li>
Reliable private internet connection that is not supplied via cellular data or hotspot is required<ul><li>
A private network that is password protected where you have ownership or line of site sight to every device on the network</li><li>
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)</li><li>
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions</li><li>
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider</li><li>
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page</li></ul></li><li>
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met</li></ul>
Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements:
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 

Plano, TX: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate&rsquo;s offer letter.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City&rsquo;s Fair Chance Act; Philadelphia&rsquo;s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Work From Home Sr. Advocacy Coordinator
The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.
Key Responsibilities:
Escalation Management &amp; Customer Advocacy:<ul><li>
Tier 2 Resolution: Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues</li><li>
Complaint Research: Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results</li><li>
De-escalation: Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels</li><li>
Outbound Engagement: Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience</li></ul>
Risk, Compliance &amp; Strategy:<ul><li>
Risk Identification: Flag potential regulatory compliance violations or risk events immediately</li><li>
Trend Analysis: Identify and provide feedback on recurring trends regarding customer friction points</li><li>
Documentation: Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards</li></ul>
Operational Support:<ul><li>
Subject Matter Expert (SME): Serve as an SME for complex collections, escalations, and policy interpretations for internal teams</li><li>
Special Projects: Participate in projects supported by CCAT, including process enhancements and departmental initiatives</li><li>
Loss Mitigation: Support customers with repayment plans, hardship program enrollment, and resolution pathways</li></ul>
Technical Proficiency:
Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.<ul><li>
Communication &amp; Collaboration: Slack, Google Chat, Google Workspace (Sheets, Docs, Slides, Forms)</li><li>
Core Systems: Titan/Ease, Dionysus, Remtico, TMS</li><li>
Data &amp; Monitoring: Atticus/Kibana, Unidentified Log, Vessel, Sentinel</li><li>
Verification &amp; Compliance: Innovis, Intellicheck, Empath</li></ul>
Job Level: Sr Coordinator
Schedule: 9:00am-6:00pm or 10:00am-7:00pm Monday-Friday CST
Basic Qualifications:<ul><li>
High School Diploma, GED, or equivalent certification</li><li>
At least 3 years of Customer Service or Call Center Experience</li><li>
At least 1 year of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience using Google Suite or Microsoft office</li></ul>
Preferred Qualifications:<ul><li>
At least 4 years of Customer Service or Call Center experience</li><li>
At least 2 years of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience supporting cross-functional teams or special projects</li></ul>
Work from Home Technology Requirements:<ul><li>
Secure home office environment that is free from background noise and distractions</li><li>
Reliable private internet connection that is not supplied via cellular data or hotspot is required<ul><li>
A private network that is password protected where you have ownership or line of site sight to every device on the network</li><li>
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)</li><li>
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions</li><li>
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider</li><li>
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page</li></ul></li><li>
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met</li></ul>
Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements:
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 

Plano, TX: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate&rsquo;s offer letter.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City&rsquo;s Fair Chance Act; Philadelphia&rsquo;s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).</div>
</div><div>Salary
49,800.00 - 56,900.00 Annual
</div><div></div><div><div>Type<div>
Full-time</div></div></div></div>

Work From Home Sr. Advocacy Coordinator

Capital One

<div>Work From Home Sr. Advocacy Coordinator
The Senior Collections Customer Advocacy Coordinator serves as a Tier 2 escalation expert within Auto Finance. This role supports complex and high-risk auto finance accounts across all stages of collections while acting as a customer advocate and compliance partner. You will handle highly escalated customer interactions, support complaint resolution, assess regulatory risk, and contribute to continuous improvement initiatives through quality feedback and trend analysis. You will act as the bridge between frontline associates and complex resolution, utilizing strong de-escalation skills to prevent Tier 3 corporate complaints.
Key Responsibilities:
Escalation Management &amp; Customer Advocacy:<ul><li>
Tier 2 Resolution: Manage inbound live calls from customers and frontline associates (consults) to resolve escalated issues</li><li>
Complaint Research: Research and resolve customer/regulator complaints received via letter, inbound call, email, or NPS surveys results</li><li>
De-escalation: Utilize advanced communication skills to handle upset customers, preventing further escalation to Office of the President (OOTP) Tier 3 levels</li><li>
Outbound Engagement: Perform outbound calls to customers for follow-ups, including CAS requests, missing information, and denied requests efforts to improve customer experience</li></ul>
Risk, Compliance &amp; Strategy:<ul><li>
Risk Identification: Flag potential regulatory compliance violations or risk events immediately</li><li>
Trend Analysis: Identify and provide feedback on recurring trends regarding customer friction points</li><li>
Documentation: Create professional customer responses for complaints and maintain thorough documentation in accordance with company standards</li></ul>
Operational Support:<ul><li>
Subject Matter Expert (SME): Serve as an SME for complex collections, escalations, and policy interpretations for internal teams</li><li>
Special Projects: Participate in projects supported by CCAT, including process enhancements and departmental initiatives</li><li>
Loss Mitigation: Support customers with repayment plans, hardship program enrollment, and resolution pathways</li></ul>
Technical Proficiency:
Candidates must have the ability to navigate multiple applications simultaneously to assist customers efficiently.<ul><li>
Communication &amp; Collaboration: Slack, Google Chat, Google Workspace (Sheets, Docs, Slides, Forms)</li><li>
Core Systems: Titan/Ease, Dionysus, Remtico, TMS</li><li>
Data &amp; Monitoring: Atticus/Kibana, Unidentified Log, Vessel, Sentinel</li><li>
Verification &amp; Compliance: Innovis, Intellicheck, Empath</li></ul>
Job Level: Sr Coordinator
Schedule: 9:00am-6:00pm or 10:00am-7:00pm Monday-Friday CST
Basic Qualifications:<ul><li>
High School Diploma, GED, or equivalent certification</li><li>
At least 3 years of Customer Service or Call Center Experience</li><li>
At least 1 year of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience using Google Suite or Microsoft office</li></ul>
Preferred Qualifications:<ul><li>
At least 4 years of Customer Service or Call Center experience</li><li>
At least 2 years of Auto Finance Loss Mitigation experience</li><li>
At least 1 year of experience supporting cross-functional teams or special projects</li></ul>
Work from Home Technology Requirements:<ul><li>
Secure home office environment that is free from background noise and distractions</li><li>
Reliable private internet connection that is not supplied via cellular data or hotspot is required<ul><li>
A private network that is password protected where you have ownership or line of site sight to every device on the network</li><li>
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)</li><li>
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions</li><li>
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider</li><li>
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page</li></ul></li><li>
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met</li></ul>
Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Work from Home Location Requirements:
This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
Remote (Regardless of Location): $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 

Plano, TX: $49,800 - $56,900 for Sr. Advocacy Coordinator (Corp) 
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate&rsquo;s offer letter.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City&rsquo;s Fair Chance Act; Philadelphia&rsquo;s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).</div>

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Work From Home Sr. Advocacy Coordinator

Work From Home Sr. Advocacy Coordinator