Hybrid Customer Service Specialist , White Label

Job Description

Come join our amazing team and work a hybrid schedule! The Customer Service Specialist I (White Label) 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. You will primarily handle inbound calls 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 the company’s policies and procedures, investor guidelines, all U.S. state and federal laws and regulations, wherever the company operates.

Pay: $20.00 per hour + monthly incentive. An additional $1.50 per hour can be added, if you are bilingual in English/Spanish.

• Answer 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 calling supporting departments.
• Direct mortgage‑lending inquiries to the appropriate lending division of the designated White Label client, ensuring a seamless customer experience.
• 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 the White Label system.
• Perform other duties as assigned.

• 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.
• Knowledge of the Fair Debt Collection Practices Act preferred.
• Knowledge of relevant and industry‑specific computer software packages preferred.
• Basic negotiation skills.
• Ability to understand problems and collaborate to 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.
• Numerical competency: ability to add, subtract, multiply, divide and verify accuracy.
• Excellent verbal communication skills, speaking quickly, audibly, and accurately.

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full‑lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their home ownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To learn more visit

• Comprehensive health care 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. For more information about the foundation and the organizations it supports, please visit carringtoncf.org.

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