Bilingual Mortgage Support Agent (EN/ES)

Carrington Holding Company, LLC; Orange (CA); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

401(k) match

Employee discounts

Training programs

Employee referral bonuses

Educational reimbursement

Job summary

Carrington Holding Company, LLC, located in Orange, California, is seeking a Customer Service Specialist I to provide excellent service by managing a high volume of calls regarding mortgage loans. Key responsibilities include delivering accurate information, resolving customer inquiries, and maintaining records in the servicing system.

The ideal candidate will be bilingual in English and Spanish and possess a high school diploma. Experience in customer service or mortgage servicing is preferred. We offer comprehensive benefits, including healthcare and a 401(k) match.

Qualifications

• Bilingual in English and Spanish is a must.
• Customer service or call center experience preferred.
• Experience in banking or mortgage servicing is a plus.

Responsibilities

• Handle inbound and outbound calls for mortgage inquiries.
• Provide accurate information and strive for first-call resolution.
• Document call details in the servicing system.
• Collect payments when necessary.

Skills

Bilingual English/Spanish

Customer service experience

Communication skills

Education

High school diploma or equivalent

Job description

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.

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 target pay for this position is $22.00 per hour + monthly bonus. An additional $1.50 per hour can be added, if you are bilingual English/Spanish.

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.
• Perform other duties as assigned.
  
  

What You’ll Need

• Required to be fully bilingual English/Spanish.
• 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.
  
  

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’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

• 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. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.
  
  

https://oag.ca.gov/privacy/ccpa

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.