Mortgage Support Specialist – Inbound Calls

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

Benefits offered by this job

Healthcare plans

401(k) match

Employee discounts

Educational reimbursement

Training programs

Referral bonuses

Charitable foundation support

Job summary

Carrington Mortgage Services, part of Carrington Holding Company, LLC, is seeking a customer service specialist to handle a high volume of calls about existing mortgage loans from Phoenix, AZ. You will resolve issues, provide information within policies and regulations, and support borrowers with accuracy and courtesy.

The role emphasizes first-call resolution, adherence to investor guidelines, and knowledge of applicable laws.

Qualifications

• Experience in banking or Mortgage/Loan Servicing 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

Responsibilities

• Answer incoming calls via an Automated Call Distribution system from borrowers and third parties.
• Assist borrowers with credit reporting inquiries.
• Read and interpret quality control guidelines to ensure compliance with regulatory standards.
• Provide accurate, timely information and first-call resolution when possible.
• Investigate escrow-related inquiries and provide detailed escrow history breakdowns.
• Refer highly complex calls to qualified team members.
• Perform steps to provide call resolution, including emails or routing to other departments.
• Collect payments when necessary and appropriate.
• Perform other duties as assigned.

Skills

Excellent communication skills

Customer service experience

Call center experience

Detail-oriented

Problem-solving

Team collaboration

Verbal and written communication

Education

High school diploma or equivalent

Job description

Carrington Mortgage Services, part of Carrington Holding Company, LLC, is seeking a customer service specialist to handle a high volume of calls about existing mortgage loans from Phoenix, AZ. You will resolve issues, provide information within policies and regulations, and support borrowers with accuracy and courtesy.

The role emphasizes first-call resolution, adherence to investor guidelines, and knowledge of applicable laws.