Mortgage Support Specialist I: Inbound Calls

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services in Phoenix, AZ is seeking a dedicated customer service specialist to handle a high volume of mortgage loan inquiries. You will assist borrowers, interpret regulatory requirements, and provide accurate information with a focus on first-call resolution.

The role requires strong communication, detail orientation, and teamwork to coordinate with other departments and ensure compliant service delivery.

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 from borrowers and third parties with inquiries about existing mortgage loans.
• Assist borrowers with credit reporting inquiries while maintaining regulatory standards.
• Interpret quality control guidelines to ensure compliance with regulatory and corporate standards.
• Provide accurate, timely information with first-call resolution when possible.
• Investigate escrow-related inquiries and provide detailed histories to borrowers.
• Refer highly complex calls to qualified team members.
• Take steps to provide call resolution, including routing tasks or emailing with supporting departments.
• Collect payments when necessary and appropriate.
• Perform other duties as assigned.

Skills

Customer service

Call center

Regulatory knowledge

Communication skills

Attention to detail

Team collaboration

Escrow calculations

Education

High School Diploma

Job description

Carrington Mortgage Services in Phoenix, AZ is seeking a dedicated customer service specialist to handle a high volume of mortgage loan inquiries. You will assist borrowers, interpret regulatory requirements, and provide accurate information with a focus on first-call resolution.

The role requires strong communication, detail orientation, and teamwork to coordinate with other departments and ensure compliant service delivery.