Hybrid Customer Service Specialist, I

Posted last month

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About the role

  • Answer least 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, striving for first-call resolution whenever feasible 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.
  • Perform other duties as assigned.

Requirements

  • Required to be fully bilingual English/Spanish.
  • 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.

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.

Job title

Customer Service Specialist, I

Job type

Experience level

Mid levelSenior

Salary

$20 per hour

Degree requirement

High School Diploma

Location requirements

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