Customer Service Specialist, I

Carrington Holding Company, LLC is a part of The Carrington Companies, providing integrated mortgage loan servicing assistance. The Customer Service Specialist I will be responsible for answering incoming calls regarding mortgage loans and resolving customer issues while adhering to company policies and regulations.

Responsibilities

• Answer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations
• Refer more complex or complicated calls to qualified team member
• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments
• Track, follow-up and complete customer call backs to ensure inquiry resolution
• Collect payments whenever necessary and appropriate
• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system

Skills

• High school diploma or equivalent work experience
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
• Ability to organize thoughts and ideas into understandable terminology
• Ability to make decisions that have moderate impact on the immediate work unit
• Ability to understand problems and to collaborate and explore alternative solutions
• Basic negotiation skills
• Deliver accurate and timely information to callers in a courteous and professional manner, striving for first-call resolution whenever feasible and in compliance with all applicable regulations
• Track, follow-up and complete customer call backs to ensure inquiry resolution
• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system
• Collect payments whenever necessary and appropriate
• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments
• Refer more complex or complicated calls to qualified team member
• Answer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans
• Knowledge of Fair Debt Collection Practices Act preferred
• Knowledge of relevant and industry-specific computer software packages preferred
• Customer service/call center experience preferred, but not required
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required
• Bi-Lingual (Spanish) skillset 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.

Company Overview