Mortgage Call Center Specialist I

Carrington; Phoenix (AZ); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health insurance

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services in Phoenix is seeking a customer-service oriented specialist to handle a high volume of mortgage loan inquiries, answering inbound and some outbound calls, and providing accurate information under company policies.

The role emphasizes first-call resolution, regulatory compliance, attention to detail, and collaboration with other teams; Carrington offers healthcare, a 401(k) match, training programs, employee discounts, and growth opportunities.

Qualifications

• High school diploma or equivalent.
• Knowledge of Fair Debt Collection Practices Act (FDCPA) required or preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Ability to follow policies, procedures and regulatory guidelines.
• Ability to collaborate with other teams and explain information clearly.

Responsibilities

• Answer incoming calls from borrowers and third parties about existing mortgage loans.
• Assist borrowers with credit reporting inquiries and ensure regulatory compliance.
• Follow quality control guidelines and ensure call notes and actions meet standards.
• Provide courteous, accurate information with high first-call resolution when possible.
• Explain escrow histories and calculations to borrowers as needed.
• Escalate highly complex calls to qualified team members for resolution.
• Coordinate with other departments to complete tasks via phone or email.
• Collect payments when necessary and appropriate.
• Perform other duties as assigned.

Skills

Customer service

Call center experience

Communication skills

Regulatory knowledge

Attention to detail

Teamwork

Problem solving

Education

High school diploma or equivalent

Job description

Carrington Mortgage Services in Phoenix is seeking a customer-service oriented specialist to handle a high volume of mortgage loan inquiries, answering inbound and some outbound calls, and providing accurate information under company policies.

The role emphasizes first-call resolution, regulatory compliance, attention to detail, and collaboration with other teams; Carrington offers healthcare, a 401(k) match, training programs, employee discounts, and growth opportunities.