JM- Specialist, Customer Service, I, V1

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Educational reimbursement

Training programs

Referral bonuses

Charitable foundation support

Job summary

Carrington Mortgage Services, part of Carrington Holding Company, LLC, is seeking a customer service specialist to handle a high volume of calls about existing mortgage loans from Phoenix, AZ. You will resolve issues, provide information within policies and regulations, and support borrowers with accuracy and courtesy.

The role emphasizes first-call resolution, adherence to investor guidelines, and knowledge of applicable laws.

Qualifications

• Experience in banking or Mortgage/Loan Servicing preferred but not required.
• Knowledge of Fair Debt Collection Practices Act required
• Knowledge of relevant and industry-specific computer software packages preferred
• Excellent verbal and written communication skills
• Strong attention to detail
• Ability to understand problems and to collaborate and explore alternative solutions
• Ability to collaborate with other business areas and team members
• Ability to organize thoughts and ideas into understandable terminology

Responsibilities

• Answer incoming calls via an Automated Call Distribution system from borrowers and third parties.
• Assist borrowers with credit reporting inquiries.
• Read and interpret quality control guidelines to ensure compliance with regulatory standards.
• Provide accurate, timely information and first-call resolution when possible.
• Investigate escrow-related inquiries and provide detailed escrow history breakdowns.
• Refer highly complex calls to qualified team members.
• Perform steps to provide call resolution, including emails or routing to other departments.
• Collect payments when necessary and appropriate.
• Perform other duties as assigned.

Skills

Excellent communication skills

Customer service experience

Call center experience

Detail-oriented

Problem-solving

Team collaboration

Verbal and written communication

Education

High school diploma or equivalent

Job description

Job Description

Come join our amazing team and work at our office in Phoenix, AZ

Job Summary

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 the 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, investor guidelines, and all US state and federal laws and regulations, wherein the company operates.

Job Description

Come join our amazing team and work at our office in Phoenix, AZ

Job Summary

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 the 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, investor guidelines, and all US state and federal laws and regulations, wherein the company operates.

What You’ll Do

• Answer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.


• Assist borrowers with credit reporting inquiries to ensure that the company is acting in the best interest of the customer while maintaining regulatory standards.


• Actively read and interpret quality control guidelines to ensure call flow, specific verbiage, notes, and actions are in line with both regulatory and corporate standards.


• Deliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in most situations and in compliance with all applicable regulations.


• Investigate escrow-related inquiries, often involving basic mathematical calculations, and provide detailed breakdowns of escrow history along with escrow items to borrowers.


• Refer highly complex or complicated calls to qualified team members.


• Perform necessary steps to provide call resolution, which may include setup and routing of process tasks, email, or phone contact with supporting departments.


• Collect payments whenever necessary and appropriate.


• 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.


• Knowledge of Fair Debt Collection Practices Act required


• Knowledge of relevant and industry-specific computer software packages preferred


• Excellent verbal and written communication skills.


• Strong attention to detail.


• Ability to understand problems and to collaborate and explore alternative solutions.


• Ability to collaborate with other business areas and team members.


• 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

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.

About Us

Carrington Mortgage Services is a fully integrated mortgage company with mortgage lending and servicing operations and an affiliated real estate brokerage. We are part of Carrington Holding Company, LLC , which owns and operates multiple businesses that cover virtually every aspect of single family residential real estate transactions.