Bilingual Customer Service Specialist, I

Carrington; United States; Hybrid; USD 30,307 - 33,062; Full time

Benefits offered by this job

Healthcare plans

401(k) with match

Employee discounts

Educational reimbursement

Referral bonuses

Job summary

Carrington is hiring a Customer Service Specialist I on a hybrid schedule in the United States. You will handle a high volume of inbound calls from borrowers and third parties about mortgage loans, providing accurate information and aiming for first-call resolution.

The role is entry level, with opportunities to learn and grow within the mortgage servicing team. Bilingual Spanish is a plus, and the position includes a monthly incentive.

Qualifications

• High school diploma or equivalent required.
• Customer service or call center experience preferred, but not required.
• Bi-Lingual (Spanish) skillset preferred.

Responsibilities

• Answer inbound calls from borrowers and third parties about existing mortgage loans.
• Provide accurate information and strive for first-call resolution in compliance with regulations.
• Escalate complex calls to qualified team members as needed.
• Document call details in the mortgage servicing system and track follow-ups.

Skills

Customer service

Call center experience

Bilingual Spanish

Negotiation skills

Education

High school diploma

Job description

Come join our amazing team and work a hybrid schedule!

The Customer Service Specialist I will be responsible for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans. Primarily handling inbound calls and outbound calls to borrowers due for current month, resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. 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 Customer Service Specialist I level is the entry level role in the job family and generally handles the least complex inbound calls; escalates more complex call as appropriate. The pay for this position is $22.00/hr plus monthly incentive. An additional $1.50/hr can be added for the Spanish bilingual skill set.

What You’ll Do

• 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.
• Knowledge of Fair Debt Collection Practices Act preferred.
• Knowledge of relevant and industry-specific computer software packages preferred.
• Basic negotiation skills.
• Ability to understand problems and to collaborate and explore alternative solutions.
• Ability to make decisions that have moderate impact on the immediate work unit.
• Ability to organize thoughts and ideas into understandable terminology.
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy.
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly.

What You’ll Need

• High school diploma or equivalent work experience.
• Customer service/call center experience preferred, but not required.
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
• Bi-Lingual (Spanish) skillset preferred.
• Hours Monday-Friday

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.