Senior Customer Service Specialist

CarringtonCrisp

Senior Customer Service Specialist managing complex inquiries and issues from borrowers regarding mortgage loans. Delivering accurate service while ensuring compliance with regulations and company policies.

Posted 6/29/2026full-timeWestfield • 🇺🇸 United StatesSenior💰 $26 per hourWebsite

About the role

Key responsibilities & impact

Answer the more 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, with first-call resolution in all but the most complex issues 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.
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 mortgage servicing system.
Research and resolve a wide variety of customer questions/issues.
Resolves and/or addresses complex customer problems or questions.
Perform other duties as assigned.

Requirements

What you’ll need

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

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Soft Skills

Courteous CommunicationProfessionalismFollow-Up Skills