Carrington Mortgage Holdings, LLC

  • Customer Service Specialist, II

    Job Locations US-IN-Westfield
    Job ID
    Position Category
    Customer Service/Support
    Carrington Mortgage Services, LLC
    Position Type
  • Overview

    FOUNDED IN 2003, Carrington has evolved from a mortgage credit asset manager into a vertically-integrated financial services company that covers virtually every aspect of the single family residential real estate transaction, including investment in U.S. real estate and mortgage markets, loan origination and servicing, asset management and property preservation, real estate sales and rental, and title and escrow services. Carrington has built the infrastructure necessary to maximize value during any market cycle.
    We are currently looking for  Customer Service Specialists to support our team in Westfield, IN!  Position comes with hourly base and monthly bonuses along with full benefits including medical, dental, and 401k.

    Consider Carrington Today!


    The Customer Service Specialist will provide professional and knowledgeable assistance to borrowers in a call center environment. Will receive inbound calls on a daily basis and respond to customer inquiries and concerns. Quickly identify problems and provide effective solutions that best meet the needs of CMS and our borrowers. Coach borrowers on the best ways to bring their loans to a current state through education of alternative forms of resolution. Place outbound calls to support various corporate initiatives. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates.

    • Receive inbound calls and assist with various customer questions or concerns
    • Research modification requests; provide status on payments and payoff inquiries; review short sale requests; provide vendor information on Real Estate Owned (REO) properties; verify payment history and new servicer contact information; process payments
    • Assist with loan servicing website payments, denied access, password resets
    • Respond to escrow, loss draft and closing document inquiries
    • Suggest alternatives to borrowers who show an inability to pay, by offering loan modifications, short sales, Deed in Lieu of Foreclosure, and/or possible refinancing
    • Interact with different departments, checks status on a loss draft, short sale, Deed in Lieu of Foreclosure, modification/refinance requests, payment/credit disputes, escrow refunds, vendors for REO properties, repayment plans, and down payments on foreclosure pending mortgages
    • Negotiate reasonable payment arrangements with borrowers, in accordance with department policies and procedures and in compliance with the Fair Debt Collection Practices Act
    • Support specialized calling campaigns as required, based on business needs 
    • Maintain consistent attendance to ensure fulfillment of essential duties and responsibilities


    • High school diploma or equivalent work experience
    • One (1) to three (3) years’ customer service/call center experience 
    • Banking, Mortgage/Loan Servicing industry experience preferred
    • Bi-Lingual (Spanish) skillset preferred
    • Hours Monday-Friday 10am-7pm

    EEO/AAP Employer


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