Customer service role at popular Berlin museums, advising teachers and booking tickets. Provide professional communication via phone and email while ensuring service quality standards.
About the role
- Sr Customer Service Specialist providing excellent customer service for mortgage loans by addressing complex inquiries and ensuring compliance with regulations.
Responsibilities
- Answer the more 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 all but the most complex issues 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.
- 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.
- Research and resolve a wide variety of customer questions/issues.
- Resolves and/or addresses complex customer problems or questions.
- Perform other duties as assigned.
Requirements
- High school diploma or equivalent work experience
- Three (3) to four (4) years’ customer service/call center experience in a high volume telephone contact environment
- Three (3) years or more Mortgage Loan Servicing industry experience
Benefits
- Comprehensive 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.
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