Customer Service Specialist, I

Carrington Holding Company, LLC; Franklin (TN); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Employee discounts

Educational and training programs

Education reimbursement

Job summary

Carrington Mortgage Services, part of The Carrington Companies, is seeking a Customer Service Specialist I on a hybrid schedule to handle inbound and outbound calls about existing mortgage loans. You will provide accurate information, resolve issues, and route complex calls as needed, while adhering to regulations.

The entry-level Customer Service Specialist I role leverages online systems and offers growth within the team.

Qualifications

• 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.

Responsibilities

• Answer least complex incoming calls from borrowers and third parties with inquiries about existing mortgage loans.
• Deliver accurate and timely information to callers in a courteous and professional manner, aiming for first-call resolution.
• Refer more complex calls to a qualified team member.
• Perform steps to provide call resolution including routing tasks and contacting supporting departments.
• Track, follow-up and complete callbacks to ensure inquiry resolution.
• Collect payments when necessary and appropriate.
• Document call details in the mortgage servicing system.
• Knowledge of Fair Debt Collection Practices Act preferred.
• Knowledge of industry-specific software packages preferred.
• Basic negotiation skills.
• Ability to understand problems and collaborate on solutions.
• Ability to make decisions with moderate impact.
• Organize thoughts and communicate clearly.
• Perform basic arithmetic and maintain accuracy.
• Communicate ideas effectively verbally.

Skills

Customer service

Call center

Bilingual Spanish

Education

High school diploma

Tools

Mortgage servicing software

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.

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

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.