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 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.

High school diploma or equivalent work experience
Two (2) to three (3) years’ customer service/call center experience in a high-volume telephone contact environment
Three (3) years or more Mortgage Loan Servicing industry experience

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.

Senior Escalation Collections Specialist

About this role