Hybrid Customer Service Specialist, I

Carrington Holding Company, LLC is seeking a Customer Service Specialist I to join their team. This entry-level position is responsible for providing excellent customer service by handling inbound and outbound calls regarding mortgage loans, resolving customer issues, and ensuring compliance with company policies and regulations.

Responsibilities

• Answer least 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, striving for first-call resolution whenever feasible 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
• Perform other duties as assigned

Skills

• Required to be fully bilingual English/Spanish
• High school diploma or equivalent work experience
• Customer service/call center experience preferred, but not required
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required

Benefits

• 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.

Company Overview