Mortgage Servicing Inbound Support Specialist

Carrington Holding Company, LLC; Phoenix (AZ); On-site; USD 36,000 - 60,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discounts portal

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services in Phoenix, AZ seeks a Customer Service Representative to handle a high-volume inbound/outbound mortgage loan calls. You will resolve borrower inquiries, read guidelines, and ensure compliance with regulations while delivering first-call resolution.

Responsibilities include escrow inquiries, payments, and collaboration with other teams. High school diploma required; mortgage knowledge preferred.

Qualifications

• High school diploma or equivalent.
• Customer service/call center experience preferred.
• Knowledge of Fair Debt Collection Practices Act required.
• Mortgage/loan servicing industry experience preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Ability to collaborate with other business areas and team members.

Responsibilities

• Answer incoming calls from borrowers and third parties about existing mortgage loans.
• Assist borrowers with credit reporting inquiries while staying compliant.
• Interpret quality control guidelines to ensure regulatory alignment.
• Provide accurate information with first-call resolution when possible.
• Investigate escrow inquiries and provide detailed escrow histories.
• Refer complex calls to qualified team members.
• Coordinate steps to resolve calls, including emails or tasks with supporting departments.
• Collect payments when necessary and appropriate.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Attention to detail

Problem solving

Team collaboration

Basic math

Regulatory knowledge

Education

High school diploma or equivalent

Tools

Mortgage/loan servicing software

Job description

Carrington Mortgage Services in Phoenix, AZ seeks a Customer Service Representative to handle a high-volume inbound/outbound mortgage loan calls. You will resolve borrower inquiries, read guidelines, and ensure compliance with regulations while delivering first-call resolution.

Responsibilities include escrow inquiries, payments, and collaboration with other teams. High school diploma required; mortgage knowledge preferred.