Hybrid Customer Service Specialist, I

Carrington Holding Company, LLC is looking for a Hybrid Customer Service Specialist I to join their team. This entry-level role involves providing excellent customer service by answering incoming calls and inquiries regarding mortgage loans, resolving customer issues in compliance with regulations, and performing various administrative tasks.

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.
• 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.

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