FB-Specialist, Customer Service, I, V1

Job Title: FB-Specialist, Customer Service, I

Location: Phoenix, AZ

About the Role

Responsible for providing excellent customer service by answering a large volume of incoming calls and third-party inquiries regarding existing real estate mortgage loans. Primarily handles inbound calls and outbound calls to borrowers due for the current month. Resolves customer issues quickly while providing accurate and timely information within company policies and applicable regulations. Performs all duties in accordance with company policies and procedures, investor guidelines, and all US state and federal laws and regulations.

Key Responsibilities

• Answer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans.
• Assist borrowers with credit reporting inquiries to ensure the company acts in the best interest of the customer while maintaining regulatory standards.
• Actively read and interpret quality control guidelines to ensure call flow, specific verbiage, notes, and actions are in line with both regulatory and corporate standards.
• 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.
• Investigate escrow-related inquiries, often involving basic mathematical calculations, and provide detailed breakdowns of escrow history along with escrow items to borrowers.
• Refer highly complex or complicated calls to qualified team members.
• Perform necessary steps to provide call resolution, which may include setup and routing of process tasks, email, or phone contact with supporting departments.
• Collect payments whenever necessary and appropriate.
• Perform other duties as assigned.

Requirements & Tech Stack

• High school diploma or equivalent work experience.
• 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 required.
• Knowledge of relevant and industry-specific computer software packages preferred.
• Excellent verbal and written communication skills.
• Strong attention to detail.
• Ability to understand problems and to collaborate and explore alternative solutions.
• Ability to collaborate with other business areas and team members.
• 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.

Our Company

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 homeownership experience.

What We Offer

• Comprehensive healthcare plans for you and your family.
• 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.
• Educational Reimbursement.
• Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.