Customer Service Representative
2 months ago
Carrington Mortgage Services, LLC is seeking a highly skilled Customer Service Representative to join our team. As a Customer Service Representative, you will be responsible for providing exceptional customer service to borrowers and third parties with inquiries about existing mortgage loans.
Key Responsibilities- Answer Incoming Calls: Respond to least complex incoming calls from borrowers and third parties via an Automated Call Distribution system (ACD).
- Provide Accurate Information: 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.
- Escalate Complex Calls: Refer more complex or complicated calls to qualified team members.
- Perform Call Resolution: Take necessary steps to provide call resolution, which may include setup and routing of process tasks, email or phone contact with supporting departments.
- Track and Follow-up: Track, follow-up, and complete customer call backs to ensure inquiry resolution.
- Collect Payments: Collect payments whenever necessary and appropriate.
- Document Call Details: Document call details, such as nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.
- High School Diploma or Equivalent: High school diploma or equivalent work experience.
- Customer Service Experience: Customer service/call center experience preferred, but not required.
- Banking or Mortgage Experience: Banking, Mortgage/Loan Servicing industry experience preferred, but not required.
- Bi-Lingual Skillset: Bi-Lingual (Spanish) skillset preferred.
- Availability: Availability to work Monday-Friday.
Carrington Mortgage Services, LLC 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.
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