Mortgage Customer Service Specialist – Inbound Calls

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

Benefits offered by this job

Healthcare plans

Discretionary 401(k) match

Employee discounts portal

Customized training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service representative to handle a high volume of inbound calls and third-party inquiries about existing mortgage loans. You will provide accurate information in line with policies and regulations, aiming for first-call resolution whenever possible.

Responsibilities include assisting borrowers with credit reporting inquiries, interpreting quality control guidelines, and coordinating with other departments to resolve issues.

Qualifications

• 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

Responsibilities

• 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 regulatory standards.
• Read and interpret quality control guidelines to ensure call flow and notes align with standards.
• Deliver accurate and timely information to callers with first-call resolution when possible.
• Investigate escrow inquiries, including basic mathematical calculations, and provide escrow history breakdowns.
• Refer highly complex or complicated calls to qualified team members.
• Perform steps to provide call resolution, including setup of tasks and coordination with supporting departments.
• Collect payments whenever necessary and appropriate.
• Perform other duties as assigned.

Skills

Customer service

Verbal communication

Written communication

Attention to detail

Collaboration

Basic math

Education

High school diploma or equivalent

Tools

Mortgage servicing software

Job description

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service representative to handle a high volume of inbound calls and third-party inquiries about existing mortgage loans. You will provide accurate information in line with policies and regulations, aiming for first-call resolution whenever possible.

Responsibilities include assisting borrowers with credit reporting inquiries, interpreting quality control guidelines, and coordinating with other departments to resolve issues.