The Senior Early-Stage Specialist will be responsible for providing excellent Early-Stage support by answering questions and offering direction on incoming and outgoing calls. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Generally, handles highly complex inbound calls, escalated calls and Gapping requirements and support lower-level Early-Stage employees. At this level, the Specialist only occasionally needs to escalate calls to a Team Lead or Supervisor. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $22 - $24 per hour.

What you'll do:

• 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.
• Perform other duties as assigned.

What you'll need:

• 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 experienc e.

Our Company:

Carrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonmortgage.com .

What We Offer:

• 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. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

EEO/ AAP Employer