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Customer Experience Associate

2 months ago

Westfield, Indiana, United States Carrington Full time
About the Role

Carrington Mortgage Services is seeking a highly skilled and customer-focused Bilingual Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and issues in a timely and professional manner.

Key Responsibilities

  • Answer incoming calls from customers and third parties with inquiries about existing mortgage loans.

  • Deliver accurate and timely information to customers in a courteous and professional manner, striving for first-call resolution whenever feasible.

  • 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 nature of call, customer comments, follow-up dates, etc., in mortgage servicing system.

Requirements

  • 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.

  • Bi-Lingual (Spanish) skillset preferred.

  • Ability to work in a fast-paced environment and meet productivity standards.

  • Excellent communication and problem-solving skills.

What We Offer

  • 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 more) discounts through our employee portal.

  • Customized training programs to help you advance your career.

  • Employee referral bonuses.

  • Educational Reimbursement.

About Carrington

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.