Hybrid Customer Service Specialist II, White Label

Carrington Holding Company, LLC is seeking a Customer Service Specialist II to join their team. This role involves providing excellent customer service by managing a high volume of calls related to mortgage loans and resolving customer inquiries in compliance with regulations.ResponsibilitiesAnswer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loansDeliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in most situations and in compliance with all applicable regulationsRefer highly complex or complicated calls to qualified team memberPerform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departmentsDirect mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experienceTrack, follow-up and complete customer call backs to ensure inquiry resolutionCollect payments whenever necessary and appropriateDocument call details, such as nature of call, customer comments, follow-up dates, etc., in White Label systemPerform other duties as assignedSkillsHigh school diploma or equivalent work experienceOne (1) to three (3) years' customer service/call center experience in a high volume telephone contact environmentKnowledge of Fair Debt Collection Practices Act requiredAbility to understand problems and to collaborate and explore alternative solutionsAbility to make decisions that have moderate impact on the immediate work unitAbility to organize thoughts and ideas into understandable terminologyAbility to add, subtract, multiply, and divide and to record, balance, and check results for accuracyAbility to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quicklyKnowledge of relevant and industry-specific computer software packages preferredBasic negotiation skillsBenefitsComprehensive healthcare plans for you and your family.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 OverviewCarrington Holding Company, LLC is a financial service provider for mortgages, asset management, real estate. It was founded in 2003, and is headquartered in Aliso Viejo, California, USA, with a workforce of 1001-5000 employees. Its website is http://carringtonhc.com/.



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