Bilingual Mortgage Customer Care Specialist (Hybrid)

Carrington Holding Company; Westfield (IN); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount programs

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services is hiring a Customer Service Specialist I in Westfield, IN. This entry-level role supports borrowers and third parties, handling calls about existing mortgage loans in a hybrid schedule.

You’ll use mortgage servicing systems, resolve common issues, and escalate complex inquiries accordingly. The position offers base pay of $22.00/hr with monthly incentives and an extra $1.50/hr for Spanish bilingual capability, with a strong emphasis on accuracy and customer care in

Qualifications

• High school diploma or equivalent.
• Customer service/call center experience preferred, but not required.
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required.

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

Call center

Customer service

Communication

Problem solving

Multitasking

Education

High School Diploma

Tools

Mortgage software

Job description

Carrington Mortgage Services is hiring a Customer Service Specialist I in Westfield, IN. This entry-level role supports borrowers and third parties, handling calls about existing mortgage loans in a hybrid schedule.

You’ll use mortgage servicing systems, resolve common issues, and escalate complex inquiries accordingly. The position offers base pay of $22.00/hr with monthly incentives and an extra $1.50/hr for Spanish bilingual capability, with a strong emphasis on accuracy and customer care in