Senior Mortgage Servicing Specialist Hybrid, Complex Calls

Carrington; Franklin (TN); Hybrid; USD 30,000 - 42,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Discounts via employee portal

Educational reimbursement

Employee referral bonuses

Job summary

Carrington Mortgage Services is seeking a Senior Customer Service Specialist to handle a high volume of inbound and outbound calls from borrowers and third parties about existing mortgage loans. You will resolve issues quickly while following company policy and regulations.

The role is hybrid with a 10:00 am–7:00 pm EST schedule, paying $26.00 per hour. Candidates should have strong customer service experience and mortgage loan servicing knowledge to perform effectively.

Qualifications

• High school diploma or equivalent work experience.
• 3-4 years customer service/call center experience in a high volume environment.
• 3+ years Mortgage Loan Servicing industry experience.

Responsibilities

• Answer complex calls from borrowers and third parties about existing mortgage loans.
• Deliver accurate information with first-call resolution in compliance with regulations.
• Refer complex calls to a senior/qualified team member when needed.
• Route tasks and contact supporting departments to resolve inquiries.
• Follow up and complete callbacks to ensure resolution.
• Document call details in the mortgage servicing system.
• Research and resolve various customer questions/issues.
• Handle additional duties as assigned.

Skills

Customer service

Call center

Mortgage loan servicing

Education

High school diploma or equivalent

Job description

Carrington Mortgage Services is seeking a Senior Customer Service Specialist to handle a high volume of inbound and outbound calls from borrowers and third parties about existing mortgage loans. You will resolve issues quickly while following company policy and regulations.

The role is hybrid with a 10:00 am–7:00 pm EST schedule, paying $26.00 per hour. Candidates should have strong customer service experience and mortgage loan servicing knowledge to perform effectively.