Customer Service Specialist, I

Carrington Holding Company, LLC is seeking a Customer Service Specialist I to join their team, offering a hybrid work schedule. The role involves providing excellent customer service by handling a high volume of calls related to existing mortgage loans, resolving customer issues, and ensuring compliance with company policies and regulations.ResponsibilitiesAnswer least complex incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loansDeliver 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 regulationsRefer more complex or complicated calls to qualified team memberPerform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departmentsTrack, follow-up and complete customer call backs to ensure inquiry resolutionCollect payments whenever necessary and appropriateDocument call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing systemSkillsHigh school diploma or equivalent work experienceAbility to understand problems and to collaborate and explore alternative solutionsAbility to make decisions that have moderate impact on the immediate work unitAbility to organize thoughts and ideas into understandable terminologyAbility to add, subtract, multiply, and divide and to record, balance, and check results for accuracyAbility to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quicklyKnowledge of Fair Debt Collection Practices Act preferredKnowledge of relevant and industry-specific computer software packages preferredBasic negotiation skillsCustomer service/call center experience preferred, but not requiredBanking, Mortgage/Loan Servicing industry experience preferred, but not requiredBi-Lingual (Spanish) skillset preferredBenefitsComprehensive 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.Company OverviewCarrington Holding Company, LLC is a financial service provider for mortgages, asset management, real estate. It was founded in 2003, and is headquartered in Aliso Viejo, California, USA, with a workforce of 1001-5000 employees. Its website is http://carringtonhc.com/.



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