Carrington Holding Company, LLC owns and operates multiple businesses that cover virtually every aspect of single family residential real estate transactions – investments in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services.
 
Carrington was initially founded in 2003. Since that time, Carrington Holding Company and the Carrington Family of Companies have evolved into a group of vertically integrated operating businesses that direct every aspect of the life cycle of single family assets. Its core capabilities include investment and fund management, residential mortgage special servicing and origination, property management and maintenance, and real estate sales and settlement services. Guided by a leadership team with an average of three decades of industry experience and adhering to a consistent philosophy, Carrington has built the infrastructure necessary to maximize value during any market cycle.
 
Build your career with Carrington Holding Company. We offer: 
 
•         An innovative environment
•         Management growth potential
•         Regular communication and training
•         Superior benefits package
•         An environment that encourages growth and development of its employees
•         Philanthropic opportunities to help the community through Carrington Charitable Foundation
Learn more about the opportunities at Carrington Holding Company: 
 
•         Email: info@carringtonhc.com
•         Website: Carringtonhc.com
•         Main: 949.517.7100
•         Media: 866.289.4147

Industry: Financial Services
Company Size: 1,001-5,000 employees

Carrington Holding Company, LLC

Savvy Admin PROD

**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 primarily handling inbound calls and outbound calls to borrowers due for current month. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

The Customer Service Specialist I level is the entry level role in the job family and generally handles the least complex inbound calls; escalates more complex call as appropriate. The pay for this position is $22.00/hr plus monthly incentive. An additional $1.50/hr can be added for the Spanish bilingual skill set.

**What You’ll Do**

- Answer least complex 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, striving for first-call resolution whenever feasible and in compliance with all applicable regulations.

- Refer more 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.

- 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 mortgage servicing system.

- Knowledge of Fair Debt Collection Practices Act preferred.

- Knowledge of relevant and industry-specific computer software packages preferred.

- Basic negotiation skills.

- 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.

**What You’ll Need**

- 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.

- Bi-Lingual (Spanish) skillset preferred.

- Hours Monday-Friday

**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. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

**What We Offer**

- 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 Carrington Charitable Foundation, and the organizations and 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. **

Customer Service Specialist, I

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