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Carrington Holding Company, LLC · 1 week ago

Sr Customer Service Specialist

Westfield, IN

Full-time

Hybrid

Mid, Senior Level

$24/hr - $24/hr

3+ years exp

Carrington Holding Company, LLC is a part of The Carrington Companies, providing integrated mortgage loan servicing assistance. The Sr Customer Service Specialist is responsible for handling complex customer inquiries regarding mortgage loans, ensuring accurate information delivery and resolution of issues in compliance with regulations.

Financial ServicesReal Estate

Responsibilities

Answer the more 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, with first-call resolution in all but the most complex issues 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

Research and resolve a wide variety of customer questions/issues

Resolves and/or addresses complex customer problems or questions

Perform other duties as assigned