Sr Customer Service Specialist

Carrington; United States; Hybrid; USD 30,000 - 42,000; Full time

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts

Custom training programs

Employee referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services is seeking a Senior Customer Service Specialist to handle complex mortgage loan inquiries on a hybrid schedule. You will deliver courteous, accurate information, resolve issues, and coordinate with other departments to ensure timely customer service.

The role requires experience in a high-volume call center and mortgage loan servicing, with a focus on first-call resolution and regulatory compliance. Compelling benefits and training support are offered.

Qualifications

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

Responsibilities

• Answer complex inbound calls from borrowers and third parties about existing mortgage loans.
• Provide accurate, timely information with first-call resolution when possible, in compliance with regulations.
• Route complex calls to qualified team members and coordinate with supporting departments.
• Document call details and follow up to ensure issue resolution.
• Collect payments when appropriate and ensure timely follow-ups.

Skills

Customer service

Call center experience

Mortgage loan servicing experience

Education

High school diploma or equivalent

Job description

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.