Sr Customer Service Specialist

Job Overview

Come join our amazing team and work a hybrid schedule! The Senior Customer Service Specialist delivers excellent customer service by answering a large volume of incoming and outbound calls and third‑party inquiries regarding existing real estate mortgage loans. The role resolves customer issues quickly, provides accurate and timely information within company policies and all applicable regulations, and performs all duties in accordance with the company’s policies, procedures, state and federal laws, and the regulations governing the business.

• Answer complex incoming calls via an Automated Call Distribution (ACD) system from borrowers and third parties about existing mortgage loans.
• Deliver accurate and timely information in a courteous, professional manner, achieving first‑call resolution except for the most complex issues and in compliance with all applicable regulations.
• Refer more complex or complicated calls to a qualified team member.
• Perform necessary steps for call resolution, including setting up and routing process tasks, and contacting supporting departments by email or phone.
• Track, follow‑up and complete customer callbacks to ensure inquiry resolution.
• Collect payments when necessary and appropriate.
• Document call details—nature of call, customer comments, follow‑up dates, etc.—in the mortgage servicing system.
• Research and resolve a wide variety of customer questions/issues.
• Address complex customer problems or questions.
• Perform other duties as assigned.

• 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.

• 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 fitness, restaurant, retail and other discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational reimbursement.
• Carrington Charitable Foundation contributions to community causes; more information .

• Mid-Senior level

• Full‑time

• Other