Customer Service Specialist II

Carrington Mortgage Services, LLC; Westfield (IN); Hybrid; USD 32,000 - 34,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts

Educational reimbursement

Referral bonuses

Training & career development

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services, LLC is seeking a Customer Service Specialist II in Westfield, IN. This hybrid role handles inbound calls and inquiries about existing mortgage loans, delivering timely information in line with policies and regulations.

The position emphasizes first-call resolution, accurate documentation, and escalation for complex issues, with pay at $23.50/hr plus monthly incentives and an additional $1.50/hr for Spanish bilingual skills.

Qualifications

• High school diploma or equivalent required.
• Customer service or call center experience preferred.
• Experience in banking or mortgage/loan servicing is a plus.

Responsibilities

• Answer inbound calls and third-party inquiries about existing mortgage loans.
• Provide accurate information and strive for first-call resolution.
• Refer complex calls to qualified teammates.
• Document call details in the mortgage servicing system.
• Collect payments when necessary.

Skills

Customer service

Call center experience

Bilingual (Spanish)

Education

High school diploma or equivalent

Tools

Mortgage servicing system

Job description

The Customer Service Specialist, II is 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 II 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 $23.50/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
• 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

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 Identification 4196
• Job Category Customer Service/Support
• Posting Date 10/07/2026, 03:18 PM
• Job Schedule Full time
• Locations 2100 E 196th St, Westfield, IN, 46074, US (Hybrid)