Sr Customer Service Specialist

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

Benefits offered by this job

Comprehensive healthcare plans

Discretionary 401(k) match

Employee discounts portal

Customized training programs

Employee referral bonuses

Educational reimbursement

Carrington Charitable Foundation

Job summary

Carrington Mortgage Services, part of The Carrington Companies, is seeking a Senior Customer Service Specialist for a hybrid role handling inbound/outbound calls regarding existing mortgage loans. The position emphasizes first-call resolution, regulatory compliance, and timely information delivery to borrowers and third parties.

The senior level manages highly complex calls with occasional escalation to a Team Lead, with a pay rate of $26.00/hr and a 10am-7pm EST shift.

Qualifications

• 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.

Responsibilities

• Answer complex or escalated calls and inquiries from borrowers and third parties.
• Provide accurate information in line with regulations and company policies.
• Refer complex calls to qualified teammates when needed.
• Route tasks via appropriate channels and document call details in the mortgage servicing system.
• Ensure timely follow-up and call backs until inquiry resolution.

Skills

Customer service/call center exposure

Mortgage Loan Servicing experience

Education

High school diploma or equivalent

Job description

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'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 escape 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.