Carrington has built the infrastructure necessary to maximize value during any market cycle. We are currently looking for Customer Service Specialists to support our team in Plano Tx. The position comes with an hourly base and monthly bonuses along with full benefits including medical, dental, and 401k. Consider Carrington Today!

Responsible for providing excellent customer service by answering a large volume of incoming calls and third-party inquiries regarding existing real estate mortgage loans, primarily handling inbound and outbound calls to borrowers due for the current month. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with company policies and procedures, and all US state and federal laws and regulations, wherein the company operates.

The Customer Service Specialist I level is the entry-level role in the job family and generally handles the least complex inbound calls; escalates more complex calls as appropriate.

***December 5th is the start date for this position****

ESSENTIAL DUTIES AND 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.

ESSENTIAL KNOWLEDGE, SKILLS, ABILITIES, AND COMPETENCIES:

• Knowledge of Fair Debt Collection Practices Act preferred
• Knowledge of relevant and industry-specific computer software packages preferred
• Basic negotiation skills
• Ability to understand problems and to collaborate and explore alternative solutions
• Ability to make decisions that have moderate impact on the immediate work unit
• Ability to organize thoughts and ideas into understandable terminology
• Ability to add, subtract, multiply, and divide and to record, balance, and check results for accuracy
• Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly

Qualifications

• 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
• Hours Monday-Friday 8:00am - 5:00pm M-F

EEO/AAP Employer

Job Type: Full-time

Pay: $20.00 - $21.50 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Overtime

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Plano, TX 75024: Reliably commute or planning to relocate before starting work (Preferred)

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Hybrid remote in Plano, TX 75024

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