Mortgage Servicing Support Specialist

Carrington; Phoenix (AZ); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount portal access

Training programs

Referral bonuses

Educational reimbursement

Foundation contributions

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service representative to handle a high volume of mortgage loan inquiries by phone. You will assist borrowers, answer questions, and navigate regulatory guidelines while delivering courteous service.

The role emphasizes accuracy, first-call resolution, collaboration with other teams, and the ability to explain escrow items and payments. No day is the same, but you will operate within policy and state/federal laws.

Qualifications

• High school diploma or equivalent is required.
• Customer service or call center experience preferred.
• Mortgage/loan servicing knowledge is a plus.
• Familiarity with Fair Debt Collection Practices Act (FDCPA).
• Strong verbal and written communication.
• Detail-oriented with accuracy in numbers.
• Ability to collaborate across teams.

Responsibilities

• Answer incoming calls from borrowers and third parties about existing mortgage loans.
• Assist borrowers with credit reporting inquiries.
• Follow quality control guidelines to ensure compliance with regulations.
• Provide accurate, timely information with first-call resolution when possible.
• Explain escrow history and items to borrowers.
• Refer highly complex calls to qualified team members.
• Coordinate steps to resolve calls, including emails or routing tasks.
• Collect payments when necessary.
• Perform other duties as assigned.

Skills

Customer service

Communication skills

Problem solving

Attention to detail

Team collaboration

Time management

Regulatory knowledge

Education

High school diploma or equivalent

Job description

Carrington Mortgage Services in Phoenix, AZ is seeking a customer service representative to handle a high volume of mortgage loan inquiries by phone. You will assist borrowers, answer questions, and navigate regulatory guidelines while delivering courteous service.

The role emphasizes accuracy, first-call resolution, collaboration with other teams, and the ability to explain escrow items and payments. No day is the same, but you will operate within policy and state/federal laws.