Customer Service Specialist II

Carrington Holding Company, LLC

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

Posted 10/7/2026full-timeWestfield • United StatesMid-LevelSenior💰 $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills in a call center environment, with the ability to communicate effectively and resolve issues efficiently. Proficient in documenting interactions and collaborating with team members to ensure customer satisfaction in the mortgage servicing industry.

Highest-signal resume keywords

Customer Service ExperienceMortgage/Loan Servicing KnowledgeBi-Lingual (Spanish) SkillsAutomated Call Distribution System ProficiencyBasic Arithmetic Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call DocumentationPayment CollectionProblem-SolvingFirst-Call ResolutionRegulatory Compliance

Soft Skills

Effective CommunicationOrganizational SkillsCollaborationDecision-Making

Tools & Technologies

Mortgage Servicing SystemEmail Communication

Industry Keywords

BankingMortgage IndustryCall CenterCustomer Call Management

About the role

Key responsibilities & impact

Answer least complex 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, striving for first-call resolution while complying with regulations
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

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
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
Ability to perform basic arithmetic and record, balance, and check results for accuracy
Ability to communicate orally accurately, audibly, and quickly
Hours Monday-Friday

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
Employee referral bonuses
Educational Reimbursement
Carrington Charitable Foundation community contributions