Inbound Mortgage Support Specialist

Carrington; Phoenix (AZ); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Comprehensive healthcare plans for you

Discretionary 401(k) match of 50%

Employee discounts through portal

Educational Reimbursement

Employee referral bonuses

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service professional to handle a high volume of inbound calls from borrowers and third parties about existing mortgage loans. You will help with credit reporting inquiries, explain escrow details, and resolve issues in line with company policies and state and federal laws.

The role emphasizes accuracy, courtesy, and first-call resolution, with opportunities to refer complex calls to specialists and to collaborate with other teams

Qualifications

• 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.
• Knowledge of Fair Debt Collection Practices Act required.
• Knowledge of relevant industry software packages preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Answer incoming calls from borrowers and third parties about existing mortgage loans.
• Assist borrowers with credit reporting inquiries while maintaining regulatory standards.
• Interpret quality control guidelines to ensure compliance with regulatory and corporate standards.
• Provide accurate and timely information with first-call resolution when possible.
• Explain escrow history and items with detailed breakdowns to borrowers.
• Refer highly complex calls to qualified team members.
• Coordinate call resolution with supporting departments via tasks, email, or phone.
• Collect payments when necessary.
• Perform other duties as assigned.

Skills

Excellent communication

Customer service experience

FDCPA knowledge

Call center software

Attention to detail

Team collaboration

Education

High school diploma or equivalent

Tools

ACD system

CRM software

Job description

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service professional to handle a high volume of inbound calls from borrowers and third parties about existing mortgage loans. You will help with credit reporting inquiries, explain escrow details, and resolve issues in line with company policies and state and federal laws.

The role emphasizes accuracy, courtesy, and first-call resolution, with opportunities to refer complex calls to specialists and to collaborate with other teams