Sr Customer Service Specialist

Carrington Mortgage • Westfield, IN

3d • Hybrid

About The Position

The Sr Customer Service Specialist provides 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. The role involves resolving customer issues quickly while providing accurate and timely information within company policies and applicable regulations. This is a senior-level role that generally handles highly complex or escalated calls from lower-level Customer Service employees, with occasional escalation to a Team Lead or Supervisor. The position pays $24.00/hr.

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

Responsibilities

• Answer 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, aiming for first-call resolution in all but the most complex issues and ensuring compliance with all applicable regulations.
• Refer more complex or complicated calls to qualified team members.
• Perform necessary steps for call resolution, which may include setting up and routing process tasks, or email/phone contact with supporting departments.
• Track, follow-up, and complete customer callbacks to ensure inquiry resolution.
• Collect payments when necessary and appropriate.
• Document call details, such as the nature of the call, customer comments, and follow-up dates, in the mortgage servicing system.
• Research and resolve a wide variety of customer questions/issues.
• Resolve and/or address complex customer problems or questions.
• Perform other duties as assigned.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED