Mortgage Customer Care Specialist – Inbound Calls & Escrow

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Charitable foundation

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service specialist to handle a high volume of incoming calls from borrowers and third parties about existing real estate mortgage loans. You will provide accurate information, resolve issues on first contact, and ensure compliance with company policies and applicable regulations while maintaining a courteous, professional demeanor.

The role emphasizes attention to detail, collaboration with teammates, and the ability to perform

Qualifications

• Experience in customer service or call center preferred.
• Knowledge of FDCPA and banking regulations.
• Strong written and verbal communication skills.
• Ability to follow policies and procedures.
• Detail-oriented with numerical ability for escrow/basic calculations.

Responsibilities

• Answer incoming calls from borrowers and third parties.
• Provide accurate information and resolve issues on first contact.
• Read and apply quality control guidelines to stay compliant.
• Escrow inquiries handling with breakdowns for borrowers.
• Escalate complex calls to senior staff as needed.
• Collect payments when necessary.

Skills

Customer service

Call center

Regulatory knowledge

Written communication

Attention to detail

Problem solving

Team collaboration

Education

High School Diploma or equivalent

Tools

Mortgage servicing software

Banking software

Job description

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service specialist to handle a high volume of incoming calls from borrowers and third parties about existing real estate mortgage loans. You will provide accurate information, resolve issues on first contact, and ensure compliance with company policies and applicable regulations while maintaining a courteous, professional demeanor.

The role emphasizes attention to detail, collaboration with teammates, and the ability to perform