Customer Service Specialist, I

Job Description Come join our amazing team and work a hybrid schedule! The Customer Service Specialist I will be responsible for providing excellent customer service by answering a large volume of incoming calls and third‑party inquiries regarding existing real estate mortgage loans. We primarily handle inbound calls and outbound calls to borrowers due for the 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, wherever the company operates. The Customer Service Specialist I level is the entry‑level role in the job family and generally handles the least complex inbound calls; escalates more complex calls as appropriate. The pay for this position is $22.00/hr plus monthly incentive. An additional $1.50/hr can be added for the Spanish bilingual skill set. What You’ll Do Answer least complex incoming calls via an Automated Call Distribution (ACD) system 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 a qualified team member. Perform necessary steps to provide call resolution, which may include setting up and routing process tasks, emailing 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, in mortgage servicing system. Knowledge of the Fair Debt Collection Practices Act preferred. Knowledge of relevant industry‑specific computer software packages preferred. Basic negotiation skills. Ability to understand problems, collaborate and explore alternative solutions. Ability to make decisions that have moderate impact on the immediate work unit. Ability to organize thoughts and ideas into understandable terminology. Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy. Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly. What You’ll Need 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. Bi‑Lingual (Spanish) skill set preferred. Hours Monday‑Friday. 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 home‑ownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit 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, visit carringtoncf.org. Notice to all applicants: Carrington does not do interviews or make offers via text or chat. #J-18808-Ljbffr Carrington Holding Company, LLC