Mortgage Support Specialist

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Discount program

Training programs

Referral bonuses

Educational reimbursement

Job summary

Carrington Mortgage Services, LLC in Phoenix, AZ seeks a customer service specialist to handle high volumes of inbound/outbound calls regarding existing mortgage loans. You will resolve issues with accuracy and in compliance with policies and regulations.

You’ll read guidelines, assist with credit reporting inquiries, and provide detailed escrow breakdowns. Strong communication and problem-solving skills are essential for first-call resolution.

Qualifications

• High school diploma or equivalent.
• 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.

Responsibilities

• Answer incoming calls from borrowers and third parties about existing mortgage loans.
• Assist with credit reporting inquiries while upholding regulatory standards.
• Read and apply quality control guidelines to stay compliant with policies.
• Provide courteous, accurate information with first-call resolution when possible.
• Investigate escrow inquiries and explain escrow history and items to borrowers.
• Refer complex calls to qualified team members and coordinate follow-ups.

Skills

Customer service

Call center experience

Communication skills

Detail oriented

Team collaboration

Education

High school diploma

Job description

Carrington Mortgage Services, LLC in Phoenix, AZ seeks a customer service specialist to handle high volumes of inbound/outbound calls regarding existing mortgage loans. You will resolve issues with accuracy and in compliance with policies and regulations.

You’ll read guidelines, assist with credit reporting inquiries, and provide detailed escrow breakdowns. Strong communication and problem-solving skills are essential for first-call resolution.