Operations Support Specialist managing DHHS ticketing system for compliance. Overseeing internal monitoring and resolution of ServiceNow tickets as a key liaison for internal experts.
About the role
- Customer Service Specialist I handling inbound mortgage loan inquiries via phone in a hybrid work environment. Responsible for customer service and issue resolution with an emphasis on accuracy and regulation compliance.
Responsibilities
- 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.
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