Customer Service Specialist, I
$45,760–$45,760 year
HybridFranklin, Tennessee, United States
Job Summary
Answer inbound and outbound calls regarding existing mortgage loans via an Automated Call Distribution system, delivering accurate information while striving for first-call resolution. Refer complex inquiries to qualified team members and perform necessary steps for resolution, including setup, routing, and contacting supporting departments. Track, follow up, and complete customer callbacks to ensure inquiry resolution, collecting payments when required. Document call details, nature of inquiries, and follow-up dates in the mortgage servicing system. This entry-level role handles the least complex calls and requires knowledge of Fair Debt Collection Practices Act and relevant software. Bilingual Spanish candidates may earn an additional $1.50/hr. Carrington Mortgage Services provides integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors.
Required Qualifications
- High school diploma or equivalent work experience
- 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
- 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
- Hours Monday-Friday
Desired Qualifications
- Customer service/call center experience preferred, but not required
- Banking, Mortgage/Loan Servicing industry experience preferred, but not required
- Bi-Lingual (Spanish) skillset preferred
- Knowledge of Fair Debt Collection Practices Act preferred
- Knowledge of relevant and industry-specific computer software packages preferred
- Basic negotiation skills
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