Customer Service Specialist

Job Description

Come join our amazing team and work a hybrid schedule! The Customer Service Specialist I will be responsible for providing excellent customer service by answering a large volume of incoming calls and third‑party inquiries regarding existing real estate mortgage loans. You will primarily handle inbound calls and outbound calls to borrowers in the current month, resolving customer issues as quickly as possible while providing accurate and timely information within company policies and applicable regulations.

Perform all duties in accordance with the company’s policies and procedures, as well as all U.S. state and federal laws where the company operates. The target pay for this position is $22.00 per hour plus a monthly bonus.

• Answer least complex incoming calls via an Automated Call Distribution system (ACD) from borrowers and third parties about existing mortgage loans.
• Deliver accurate and timely information 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 a qualified team member.
• Perform necessary steps to resolve calls, which may include setting up and routing process tasks, email or phone contact with supporting departments.
• Track, follow up, and complete customer callbacks to ensure inquiry resolution.
• Collect payments when necessary and appropriate.
• Document call details—such as nature of call, customer comments, follow‑up dates, etc.—in the mortgage servicing system.
• Perform other duties as assigned.

• High school diploma or equivalent work experience.
• Customer service or call center experience preferred, but not required.
• Banking, mortgage, or loan servicing industry experience preferred, but not required.

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full‑lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their home ownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit:

• 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. For more information about the foundation and the programs it supports through specific fundraising efforts, please visit: carringtoncf.org.

Notice to all applicants:
Carrington does not do interviews or make offers via text or chat.