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.
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, with first-call resolution in most situations and in compliance with all applicable regulations
- Refer highly 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
- One (1) to three (3) years' customer service/call center experience in a high volume telephone contact environment
- Knowledge of Fair Debt Collection Practices Act required
- 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
- Knowledge of relevant and industry-specific computer software packages preferred
- Basic negotiation skills
Benefits
- Comprehensive 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 Overview
Carrington 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/.