Customer Service Specialist II

Carrington; Westfield (IN); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Charitable foundation support

Job summary

Carrington Mortgage Services is hiring a Customer Service Specialist II to handle incoming and outbound calls about existing mortgage loans. You will deliver accurate, timely information while adhering to policies and laws. Entry-level in the family, you’ll escalate complex issues and work to resolve inquiries swiftly.

The role offers an $23.50/hour base plus monthly incentives, with an additional $1.50/hour for Spanish bilingual capabilities. Monday–Friday hours in Indiana on-site environment.

Qualifications

• High school diploma or equivalent work experience required or preferred.
• Experience in customer service or call center is a plus.
• Knowledge of Fair Debt Collection Practices Act preferred.

Responsibilities

• Answer incoming calls and third party inquiries about existing mortgage loans; resolve issues quickly.
• Provide accurate information and aim for first-call resolution within regulations.
• Escalate complex calls to qualified team members when needed.
• Document call details in the mortgage servicing system and follow up as required.
• Track callbacks and collect payments when necessary.

Skills

Bilingual (Spanish)

Debt collection knowledge

Problem solving

Communication

Team collaboration

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

• 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.

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

#LI-SY1

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.