Customer Service Specialist, I

Carrington Holding Company; Plano, Northern (TX, KY); Hybrid; USD 30,000 - 33,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Educational reimbursement

Employee referral bonuses

Job summary

Carrington Mortgage Services in Plano, TX is seeking a Customer Service Specialist I to handle mortgage loan inquiries from borrowers and third parties, with a hybrid work schedule. You will answer calls, provide accurate information, escalate complex issues, and document interactions in our servicing system; bilingual Spanish speakers receive added compensation.

High school diploma required; call center experience preferred; pay is $22.00/hr plus monthly incentive, with an extra $1.50/hr for

Qualifications

• 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 from borrowers and third parties about existing mortgage loans.
• Deliver accurate and timely information in a courteous and professional manner.
• Refer complex calls to qualified team members.
• Document call details in mortgage servicing system.
• Track, follow-up and complete customer callbacks to ensure inquiry resolution.

Skills

Customer service

Call center

Spanish bilingual

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.
• 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 accurate, 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.

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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Job Info

• Job Category Customer Service/Support
• Degree Level High School Graduate
• Job Schedule Full time
• Locations 6200 Tennyson Pkwy, Plano, TX, 75024, US (Hybrid)