Hybrid Customer Service Specialist

Hybrid Customer Service Specialist, I

Carrington Holding Company, LLC

Hybrid schedule. The Customer Service Specialist I will be 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 calls and outbound calls to borrowers due for the current month. Resolve customer issues quickly while providing accurate and timely information within company policies and applicable regulations.

Perform all duties in accordance with company procedures, US state and federal laws.

Entry‑level role that generally handles the least complex inbound calls and escalates more complex calls as appropriate. Target pay: $20.00 per hour plus monthly bonus.

• Answer least complex incoming calls via an Automated Call Distribution (ACD) system 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 a qualified team member.
• Perform necessary steps to provide call resolution, which may include setting up and routing process tasks, emailing or phone contact with supporting departments.
• Track, follow‑up and complete customer call backs to ensure inquiry resolution.
• Collect payments when necessary and appropriate.
• Document call details, such as nature of call, customer comments, follow‑up dates, etc., in the mortgage servicing system.
• Perform other duties as assigned.

• Fully bilingual in 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).

• 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 so you’ll get paid to help Carrington and Vylla grow.
• Educational reimbursement.
• Carrington Charitable Foundation contributions to the community through causes that reflect the interests of Carrington Associates. For more information, visit carringtoncf.org.

Notice to all applicants:
Carrington does not do interviews or make offers via text or chat.

• Entry level

• Full‑time

• Other

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