Customer Service Specialist - Hybrid

Carrington Mortgage Services; United States; On-site; USD 30,000 - 33,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discounts through employee portal

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services, LLC is seeking a Customer Service Specialist to provide professional help to borrowers in a call center. You will handle inbound calls, respond to inquiries, and guide customers toward solutions that keep loans current.

The role offers hourly pay of $22.00-$24.00 with a monthly incentive bonus and an additional $1.50/hr bilingual premium after training. This is a full-time position based in the United States with comprehensive benefits and opportunities to learn

Qualifications

• Provide professional and knowledgeable assistance to borrowers in a call center environment.
• Respond to customer inquiries and concerns in a timely manner.
• Coach borrowers on loan resolutions through education of available options.
• Place outbound calls to support corporate initiatives.
• Ensure compliance with company policies, procedures, and applicable laws.

Responsibilities

• Receive inbound calls and assist with customer questions or concerns
• Research modification requests; provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments
• Assist with loan servicing website payments, denied access, password resets
• Respond to escrow, loss draft and closing document inquiries
• Suggest alternatives to borrowers who show an inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing
• Interact with different departments, checks status on a loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages
• Negotiate reasonable payment arrangements with borrowers, in accordance with department policies and procedures and in compliance with the Fair Debt Collection Practices Act
• Support specialized calling campaigns as required, based on business needs
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities

Skills

Customer service

Call center

Communication skills

Job description

Job Description

The Customer Service Specialist will provide professional and knowledgeable assistance to borrowers in a call center environment. Will receive inbound calls on a daily basis and respond to customer inquiries and concerns. Quickly identify problems and provide effective solutions that best meet the needs of CMS and our borrowers. Coach borrowers on the best ways to bring their loans to a current state through education of alternative forms of resolution. Place outbound calls to support various corporate initiatives. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. This position pays $22.00-$24.00 per hr plus monthly incentive bonus. We offer an additional $1.50/hr for the bilingual (hispanic speaking) skill set after training.

• Receive inbound calls and assist with various customer questions or concerns
• Research modification requests; provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments
• Assist with loan servicing website payments, denied access, password resets
• Respond to escrow, loss draft and closing document inquiries
• Suggest alternatives to borrowers who show an inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing
• Interact with different departments, checks status on a loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages
• Negotiate reasonable payment arrangements with borrowers, in accordance with department policies and procedures and in compliance with the Fair Debt Collection Practices Act
• Support specialized calling campaigns as required, based on business needs
• Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities

Company Description

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.