LW- Specialist, Customer Service, I, V1

Carrington; Phoenix (AZ); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount portal access

Training programs

Referral bonuses

Educational reimbursement

Foundation contributions

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service representative to handle a high volume of mortgage loan inquiries by phone. You will assist borrowers, answer questions, and navigate regulatory guidelines while delivering courteous service.

The role emphasizes accuracy, first-call resolution, collaboration with other teams, and the ability to explain escrow items and payments. No day is the same, but you will operate within policy and state/federal laws.

Qualifications

• High school diploma or equivalent is required.
• Customer service or call center experience preferred.
• Mortgage/loan servicing knowledge is a plus.
• Familiarity with Fair Debt Collection Practices Act (FDCPA).
• Strong verbal and written communication.
• Detail-oriented with accuracy in numbers.
• Ability to collaborate across teams.

Responsibilities

• Answer incoming calls from borrowers and third parties about existing mortgage loans.
• Assist borrowers with credit reporting inquiries.
• Follow quality control guidelines to ensure compliance with regulations.
• Provide accurate, timely information with first-call resolution when possible.
• Explain escrow history and items to borrowers.
• Refer highly complex calls to qualified team members.
• Coordinate steps to resolve calls, including emails or routing tasks.
• Collect payments when necessary.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Team collaboration

Time management

Regulatory knowledge

Education

High school diploma or equivalent

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.

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.

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.