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