CarringtonCrisp

Customer Service Specialist, I

CarringtonCrisp

full-time

Posted on:

Location Type: Hybrid

Location: Plano • Texas • 🇺🇸 United States

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Salary

💰 $20 per hour

Job Level

Mid-LevelSenior

About the role

  • Answer 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.
  • Direct mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring 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 White Label system.
  • Perform other duties as assigned.

Requirements

  • 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 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.
Benefits
  • Comprehensive healthcare 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
call resolutionpayment collectiondocumentationcustomer inquiry trackingproblem-solvingnegotiation
Soft skills
customer servicecommunicationcollaborationdecision-makingorganization