Carrington Mortgage Holdings, LLC

  • Production Support Coordinator, III

    Job Locations US-CA-Anaheim
    Job ID
    Position Category
    Loan Origination
    Carrington Mortgage Services, LLC
    Position Type
  • Overview

    FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated real estate and mortgage company with four business divisions: Asset Management, Mortgage Servicing and Origination, Property Logistics and Management and Real Estate Services. TOGETHER, the Carrington Family of Companies has the ability to direct a range of activities across the life cycle of single family residential assets. TODAY, Carrington seeks to deliver to investors and consumers a comprehensive set of products and investment opportunities in the single-family residential markets with the ability to execute immediately.


    Due to our growth, we are looking for a Product Support Coordinator I to join our team in Anaheim, CA!


    The Production Support Coordinator I will be responsible for data integrity and providing end-user support for CMS specific systems. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.



    • Provide support for and address Encompass loan origination system and Broker portal inquiries.
    • Provide helpdesk coordinator support for Mortgage Lending staff and Brokers.
    • Manage the Ask and Broker IQ mailboxes workflow by reviewing incoming requests, allocating inquiries to team to respond, and ensuring inquiries are responded to in a timely manner.
    • Responsible for troubleshooting level 1 inquiries through resolution or escalation to appropriate level support.
    • Responsible for providing support to Account Managers, including re-assigning Account Executive accounts.
    • Communicate with brokers and process changes regarding their rate of compensation when their chosen compensation rate-plan changes.
    • Perform initial credential set up, maintenance and resets for Mortgage Lending Staff and Brokers within vendor accounts and system applications by monitoring new hires, transfers and terminations.
    • Perform data entry and administrative tasks within the Encompass loan origination system and Broker portal.
    • Provide point of contact tasks for MLD third party vendors and troubleshoot vendor related issues through the system integrations.
    • Manage the Preferred Provider mailbox workflow by reviewing incoming requests and ensuring inquiries are responded to according to set Service Level Agreements.
    • Responsible for providing support to Mortgage lending staff and Brokers via email, phone and/or chat function.
    • Provide support to other Production Support staff as needed.



    • High School diploma or equivalent work experience.
    • Zero (0) to one (1) year banking/mortgage industry experience.



    • Excellent customer service skills.
    • Good verbal and written communication skills.
    • Strong follow up and follow through skills.
    • Ability to work in a team environment.
    • Ability to work from 7am – 6pm (PST) and overtime and weekends if needed to support the business.
    • Ability to multi-task in a fast paced environment.
    • Ability to organize and prioritize your work schedule on a short-term and long term basis.


    EEO/AAP Employer


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