Customer Service Specialist, I

Carrington; Westfield (IN); Hybrid; USD 30,000 - 34,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Educational reimbursement

Referral bonuses

Job summary

Carrington Mortgage Services, part of The Carrington Companies, is hiring a Customer Service Specialist I on a hybrid schedule. The role handles inbound/outbound calls about existing mortgage loans, delivering accurate information within policy and regulatory guidelines.

The entry-level position emphasizes first-call resolution and teamwork to resolve inquiries. Benefits include healthcare plans, 401(k) with company match, employee discounts, educational reimbursement, and referral bonuses.

Qualifications

• Entry-level Customer Service role handling inbound/outbound calls about mortgage loans.
• Ability to provide accurate information within company policies and regulations.
• Ability to route complex calls to appropriate team members.

Responsibilities

• Answer inbound calls and inquiries from borrowers/third parties about mortgage loans.
• Provide courteous, timely information and strive for first-call resolution.
• Document call details in the mortgage servicing system.
• Route and escalate complex calls as needed.
• Track follow-ups to ensure issue resolution.
• Assist with payment collection when appropriate.
• Complete tasks to resolve inquiries and support other departments as needed.

Skills

Customer service

Call center

Telephone etiquette

Education

High school diploma

Tools

ACD system

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.

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

• 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.

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

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.