Sr Customer Service Specialist

Carrington Mortgage Services, LLC; Westfield (IN); Hybrid; USD 30,000 - 42,000; Full time

Benefits offered by this job

Healthcare plans

401(k) match

Educational Reimbursement

Employee referral bonuses

Training programs

Job summary

Carrington Mortgage Services, LLC is seeking a Senior Customer Service Specialist to handle a high volume of inbound calls and third-party inquiries about existing mortgage loans, delivering accurate information and first-call resolution where possible.

This hybrid Indiana role requires 3–4 years of customer service/call center experience and 3+ years in Mortgage Loan Servicing. The position pays $26.00 per hour with a 10:00 AM–7:00 PM EST shift, plus comprehensive benefits.

Qualifications

• Three to four years of customer service/call center experience in a high-volume environment.
• Three years or more Mortgage Loan Servicing industry experience.
• High school diploma or equivalent required.

Responsibilities

• Answer complex inbound calls from borrowers and third parties.
• Provide accurate, timely information with first-call resolution where possible.
• Refer more complex calls to qualified team members.
• Document call details in the mortgage servicing system.
• Track follow-ups to ensure inquiry resolution.
• Perform other duties as assigned.

Skills

Customer service

Call center

Mortgage servicing

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 elevate calls to a Team Lead or Supervisor. This positionpays $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 Servicesis 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.