Hybrid Customer Service Specialist, I

About the Role

Join our team and work a hybrid schedule as a Customer Service Specialist I. You will provide excellent customer service by handling a large volume of incoming calls and third-party inquiries regarding existing real estate mortgage loans. This includes both inbound and outbound calls to borrowers, resolving customer issues quickly and accurately within company policies and all applicable 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 members.
• 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 the nature of the call, customer comments, and follow-up dates, in the mortgage servicing system.
• Perform other duties as assigned.

Requirements

• 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.

Pay

The target pay for this position is $22.00 per hour plus a monthly bonus. An additional $1.50 per hour can be added if you are bilingual (English/Spanish).

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail, and other discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.