Customer Service Specialist, I

Company: Carrington Mortgage Services
Location: Franklin
Posted on: March 17, 2023

Job Description:

The Customer Service Specialist 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 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 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 call as appropriate. The pay for this position is $20.00/hr plus monthly incentive bonus.
What you'll do:

• 
  
• 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.
  
  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) skillset preferred.
    
  • Hours Monday-Friday 9:30am - 6:30pm
    
    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.
      
      EEO/AAP Employer
      

Keywords: Carrington Mortgage Services, Franklin , Customer Service Specialist, I, Hospitality & Tourism , Franklin, Tennessee