Sr Customer Service Specialist

Carrington; Franklin (TN); Híbrido; USD 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive healthcare plans

Discretionary 401(k) match

Discounts via employee portal

Educational reimbursement

Employee referral bonuses

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer service

Call center

Mortgage loan servicing

Educación

High school diploma or equivalent

Descripción del empleo

Come join our amazing team and work a hybrid schedule!

The Sr Customer Service Specialist for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans primarily handling inbound calls and outbound calls to borrowers due for current month. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

The Senior Customer Service Specialist level is the senior level role in the job family and generally handles highly complex inbound calls and/or escalated calls from lower level Customer Service employees. At this level, the Specialist only occasionally needs to escalated calls to a Team Lead or Supervisor. This position pays $26.00/hr. The shift is 10am-7pm EST.

What you’ll do:

• Answer the more complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.

• Deliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in all but the most complex issues and in compliance with all applicable regulations.

• Refer more complex or complicated calls to qualified team member.

• Perform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments.

• Track, follow-up and complete customer call backs to ensure inquiry resolution.

• Collect payments whenever necessary and appropriate.

• Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.

• Research and resolve a wide variety of customer questions/issues.

• Resolves and/or addresses complex customer problems or questions.

• Perform other duties as assigned.

What you’ll need:

• High school diploma or equivalent work experience

• Three (3) to four (4) years’ customer service/call center experience in a high volume telephone contact environment

• Three (3) years or more Mortgage Loan Servicing industry experience

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

• Customized training programs to help you advance your career.

• Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

• Educational Reimbursement.

• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants: Carrington does not do interviews or make offers via text or chat.

#LI-SY1

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.