Customer Service Specialist, II at Carrington Mortgage Services, LLC in Westfield, Indiana

Job Description:

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 II level is the intermediate level role in the job family and generally handles moderately complex inbound calls and/or escalated calls from other Customer Service employees; escalates the most complex call as appropriate.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answer moderately 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, with first-call resolution in most situations and in compliance with all applicable regulations.
• Refer highly 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.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Knowledge of Fair Debt Collection Practices Act required
• Knowledge of relevant and industry-specific computer software packages preferred
• Basic negotiation skills
• Ability to understand problems and to collaborate and explore alternative solutions
• Ability to make decisions that have moderate impact on the immediate work unit
• Ability to organize thoughts and ideas into understandable terminology
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly

Qualifications

• High school diploma or equivalent work experience
• One (1) to three (3) years' customer service/call center experience in a high volume telephone contact environment
• One (1) year or more Mortgage Loan Servicing industry experience
• Bi-Lingual (Spanish) skillset preferred
• Hours Monday-Friday 9:30am - 6:30pm

EEO/AAP Employer

FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect of the single family residential real estate transaction, including investment in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services. Carrington has built the infrastructure necessary to maximize value during any market cycle.

We are currently looking for Customer Service Specialists to support our team in Westfield, IN! Position comes with hourly base and monthly bonuses along with full benefits including medical, dental, and 401k.

Consider Carrington Today!