Mortgage Customer Service Specialist

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Healthcare plans and 401(k) match

Discounts through employee portal

Educational reimbursement

Job summary

Carrington Mortgage Services in Phoenix is seeking a customer service representative to handle a high volume of incoming calls and third-party inquiries about existing real estate mortgage loans. You will resolve issues quickly, provide accurate information, and maintain regulatory compliance.

The role emphasizes first-call resolution, attention to detail, teamwork, and the ability to explain escrow and credit reporting basics.

Qualifications

• High school diploma or equivalent.
• Customer service/call center experience preferred but not required.
• Knowledge of Fair Debt Collection Practices Act (FDCPA) required.
• Banking/Mortgage/Loan Servicing industry knowledge preferred but not required.
• Excellent verbal and written communication skills.

Responsibilities

• Answer high volume of incoming calls from borrowers and third parties.
• Assist with credit reporting inquiries and regulatory standards.
• Interpret quality control guidelines to ensure compliance.
• Provide accurate information with first-call resolution when possible.
• Explain escrow history and items to borrowers; perform basic calculations.
• Escalate highly complex calls to qualified team members.
• Coordinate tasks with supporting departments to resolve issues.
• Collect payments when necessary and appropriate.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

Attention to detail

Problem solving

Team collaboration

Mathematical skills

FDCPA knowledge

CRM software

Education

High School Diploma

Tools

CRM software

Job description

Carrington Mortgage Services in Phoenix is seeking a customer service representative to handle a high volume of incoming calls and third-party inquiries about existing real estate mortgage loans. You will resolve issues quickly, provide accurate information, and maintain regulatory compliance.

The role emphasizes first-call resolution, attention to detail, teamwork, and the ability to explain escrow and credit reporting basics.