Hybrid White Label Customer Service Specialist, I

Customer Service Specialist I White Label

Come join our amazing team and work a hybrid schedule! The Customer Service Specialist I White Label 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, investor guidelines, 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. This role generally handles routine inbound calls and is able to resolve the least complex inquiries, while escalating more complex issues to the appropriate team or higher-level specialists as needed. The pay for this position is $20.00 per hour + monthly incentive, in addition of a pay differential of $1.50 per hour for being fully bilingual English / Spanish.

What You'll Do :

• Answer 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.
• Direct mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experience.
• 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 White Label system.
• Perform other duties as assigned.

What You'll Need :

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.

What We Offer :

Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.