Customer Service Specialist

Carrington Holding Company, LLC

. Answer incoming calls via an Automated Call Distribution system from borrowers and third parties regarding existing mortgage loans .

Posted 9/22/2026full-timeFranklin • Tennessee • United StatesMid-LevelSenior💰 $22 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills in a call center environment, with the ability to effectively communicate and resolve issues related to mortgage loans. Proficient in documenting interactions and adhering to industry regulations, including the Fair Debt Collection Practices Act.

Highest-signal resume keywords

Customer Service ExperienceMortgage/Loan Servicing KnowledgeBi-Lingual (Spanish)Knowledge of Fair Debt Collection Practices ActBasic Negotiation Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Basic Arithmetic AbilityMortgage Servicing System DocumentationAutomated Call Distribution SystemPayment CollectionProblem-Solving

Soft Skills

Effective CommunicationCollaborationOrganizational SkillsDecision-Making

Tools & Technologies

Industry-Specific Computer Software

Industry Keywords

BankingMortgageLoan ServicingCustomer CallbacksUS State and Federal Laws

About the role

Key responsibilities & impact

Answer incoming calls via an Automated Call Distribution system from borrowers and third parties regarding existing mortgage loans
Provide accurate and timely information courteously and professionally while pursuing first-call resolution
Escalate complex calls to qualified team members
Set up and route process tasks and contact supporting departments by email or phone to resolve calls
Track, follow up, and complete customer callbacks
Collect payments when necessary and appropriate
Document call details, customer comments, and follow-up dates in the mortgage servicing system
Perform duties in accordance with company policies, procedures, and applicable US state and federal laws and regulations

Requirements

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
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 collaborate to explore alternative solutions
Ability to make decisions with moderate impact on the immediate work unit
Ability to organize thoughts and ideas into understandable terminology
Basic arithmetic ability, including adding, subtracting, multiplying, and dividing
Ability to communicate orally accurately, audibly, and quickly
Monday-Friday availability

Benefits

Comp & perks

Comprehensive healthcare plans for you and your family
Discretionary 401(k) match of 50% of the first 4% of pay contributed
Fitness, restaurant, retail, and other discounts through the employee portal
Customized training programs to help you advance your career
Employee referral bonuses
Educational reimbursement
Carrington Charitable Foundation community support