Senior Customer Service Specialist

Carrington Holding Company, LLC

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

Posted 11/6/2026full-timeUnited StatesSenior💰 $26 per hourWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in Mortgage Loan Servicing and customer service within a high-volume call center environment, ensuring compliance with US laws and regulations while achieving first-call resolution.

Highest-signal resume keywords

Mortgage Loan Servicing ExperienceCustomer Service SkillsCall Center ExperienceProblem ResolutionCompliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call DocumentationPayment CollectionTask RoutingCustomer Follow-UpIssue Research

Soft Skills

Professional CommunicationCourteous InteractionAttention to Detail

Tools & Technologies

Automated Call Distribution SystemMortgage Servicing System

Industry Keywords

US State LawsFederal RegulationsHigh Volume Telephone Contact

About the role

Key responsibilities & impact

Answer 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, achieving first-call resolution except for the most complex issues
Refer 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
Research and resolve customer questions and issues
Resolve or address complex customer problems
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or equivalent work experience
Three (3) to four (4) years’ customer service/call center experience in a high volume telephone contact environment
Three (3) years or more Mortgage Loan Servicing industry experience
Ability to work the 10am–7pm EST shift
Ability to comply with applicable US state and federal laws, regulations, company policies, and procedures

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 support