Sr Customer Service Specialist

Carrington; Westfield (IN); Híbrido; USD 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare plans

401(k) match

Employee discounts

Training programs

Referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Descripción de la vacante

Carrington Mortgage Services is hiring a Senior Customer Service Specialist to handle complex inquiries on existing mortgage loans. The role focuses on delivering accurate information with first-call resolution in a high-volume environment.

A hybrid schedule is offered with a 10am–7pm EST shift, and the position pays $26.00/hr. Ideal candidates will have 3–4 years of customer service experience in a call center and at least 3 years in mortgage loan servicing.

Formación

• High school diploma or equivalent work experience.

Responsabilidades

• Answer complex incoming calls and inquiries from borrowers and third parties regarding existing mortgage loans.
• Provide accurate, timely information in a courteous, professional manner with first-call resolution where possible.
• Refer more complex calls to qualified team members.
• Take necessary steps to resolve calls, including routing tasks and communicating with supporting departments.
• Track and follow up on customer inquiries to ensure resolution.
• Document call details in the mortgage servicing system and research/resolve issues.

Conocimientos

Customer service

Call center

High-volume calls

Communication

Educación

High school diploma

Herramientas

ACD system

Mortgage servicing system

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.