Hybrid Customer Service Specialist I, White Label

Carrington Mortgage Services, LLC is a company that provides integrated mortgage loan servicing assistance to borrowers and investors. They are seeking a Customer Service Specialist I (White Label) to handle incoming calls and inquiries about existing mortgage loans, ensuring timely and accurate information is provided while adhering to company policies and regulations. Responsibilities 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 Skills High school diploma or equivalent work experience 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 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 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. Company Overview NMLS ID #2600 (www.nmlsconsumeraccess.org) At Carrington Mortgage Services, LLC, we believe home is both a place to live, and a powerful financial tool. It was founded in 2007, and is headquartered in Orange, California, USA, with a workforce of 1001-5000 employees. Its website is