Specialist, Customer Service, V1-FB

Carrington Mortgage Services, LLC; Phoenix (AZ); On-site; USD 36,000 - 54,000; Full time

Job summary

Carrington Mortgage Services is seeking a Client Engagement Specialist in Phoenix to handle inbound and outbound homeowner communications with professionalism and efficiency. The role requires familiarity with mortgage servicing, documentation of all homeowner interactions, and collaboration across teams to ensure homeowner satisfaction and timely resolution of delinquencies.

Ideal candidates will have 1–2 years of call center experience and a high school diploma or GED, with ability to work

Qualifications

• 1-2 years of call center experience.
• High school diploma or GED equivalent required.
• Ability to collaborate with other business areas and team members.
• Previous mortgage servicing experience.

Responsibilities

• Research and resolve homeowner issues using our internal mortgage servicing system.
• Track and thoroughly document all homeowner communications.
• Promote Valon-specific products and services with a strong focus on homeowner satisfaction.
• Compile lists of delinquent accounts and locate homeowners using credit bureau information, loan documents, background checks, and other sources and databases.
• Listen to homeowners and determine if we can collect their past-due payments.
• Collect payments on or set up repayment plans for delinquent accounts and update records once the loan is current.
• Other duties as assigned

Skills

Call center experience

Team collaboration

Education

High School Diploma or GED

Job description

The Client Experience team is a group of organized and altruistic individuals who provide our homeowners with exceptional service. Whether taking ownership of collections, managing default processes, or solving homeowner issues in real-time, the team acts as the bridge between Carrington and our homeowners. Equipped with extensive knowledge of the mortgage industry, each member prides themselves on embodying Carrington's mission of championing homeownership.

About the Role

We’re seeking a Client Engagement Specialist to navigate inbound and outbound homeowner communications in a professional, efficient, and friendly manner. The ideal candidate is able to shift seamlessly between the responsibilities of the Client Engagement and the Collections teams as needed.

Responsibilities

• Research and resolve homeowner issues using our top-of-the-line internal mortgage servicing system.
• Track and thoroughly document all homeowner communications.
• Promote Valon-specific products and services with a strong focus on homeowner satisfaction.
• Compile lists of delinquent accounts and locate homeowners using credit bureau information, loan documents, background checks, and other sources and databases.
• Listen to homeowners and determine if we can collect their past-due payments.
• Collect payments on or set up repayment plans for delinquent accounts and update records once the loan is current.
• Other duties as assigned

Ideal Background

• Previous mortgage servicing experience.

Minimum Qualifications

• 1-2 years of call center experience.
• Minimum education requirement: High school diploma or GED equivalent required
• Ability to collaborate with other business areas and team members.

About Us

Carrington Mortgage Services is a fully integrated mortgage company with mortgage lending and servicing operations and an affiliated real estate brokerage. We are part of Carrington Holding Company, LLC , which owns and operates multiple businesses that cover virtually every aspect of single family residential real estate transactions.

Job Info

• Job Identification 4487
• Job Category Customer Service/Support
• Degree Level High School Graduate
• Job Schedule Full time
• Locations 14647 S 50th St, Phoenix, AZ, 85044, US