Customer Service Specialist, I

Socket.dev; Franklin (TN); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Discounts

Training programs

Employee referral bonuses

Educational reimbursement

Charitable foundation

Job summary

Carrington Mortgage Services in Franklin, TN is seeking a Customer Service Specialist I to handle a high volume of inbound calls and third-party inquiries about existing mortgage loans in a hybrid work model. You will resolve issues, provide accurate information, and escalate complex cases as needed, while adhering to policies and regulations.

The role offers $22.00/hr plus a $1.50/hr bilingual premium and monthly incentive potential, with Monday–Friday hours.

Qualifications

• High school diploma or equivalent.
• Customer service/call center experience preferred, but not required.
• 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 information in a courteous and professional manner, aiming for first-call resolution.
• Refer more complex calls to a qualified team member.
• Provide call resolution steps including tasks, emails, or routing to supporting departments.
• Track and complete callbacks to ensure inquiry resolution.

Skills

Customer service

Call center

Bilingual Spanish

Communication

Problem solving

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 Spanishbilingual 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 Servicesis 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.

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

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