Responsibilities: Answer inbound and outbound calls from borrowers regarding their mortgage accounts. Provide exceptional customer service to borrowers and stakeholders. Process payments and ensure accurate recording in the servicing system. Address borrower inquiries and provide solutions to issues that may arise. Maintain accurate records of all borrower interactions and transactions. Monitor accounts for delinquencies and take appropriate actions according to company policies. Collaborate with other units, such as Loss Mitigation, Secondary, and Customer Service with overflow tasks and special projects as needed. Work closely with other departments to resolve complex servicing issues. Maintain compliance with all regulatory requirements and company policies related to mortgage servicing. Develop and implement processes to improve efficiency and customer satisfaction. Utilize problem-solving skills to identify and resolve discrepancies in borrower accounts. Prepare and review daily, weekly, and monthly servicing reports. Support cross-departmental efforts by taking on additional tasks as required, including document verification, quality control checks, and data entry for the underwriting and processing teams. Assist in training and mentoring junior servicing team members as needed.
Qualifications: Minimum 2 years' experience in mortgage servicing or debt servicing. Strong understanding of mortgage servicing regulations and practices. Excellent communication skills, both verbal and written. High attention to detail and strong organizational skills. Ability to work independently and collaboratively in a team environment. Strong problem-solving and investigative skills to resolve borrower issues. Proficiency with Microsoft Office Suite and ability to learn servicing software. Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
Education and Experience: High School Diploma or GED required; Associate's or Bachelor's degree a plus. Prior experience in a servicing or customer service role within the financial services industry is required. Prior experience in a servicing role within the mortgage industry is strongly preferred. Demonstrated ability to handle sensitive information with discretion and maintain borrower confidentiality.
Benefits:• Comprehensive Medical, Vision, and Dental insurance plans• 15 days of PTO• Work from home 1 day/week after an initial 90-day period• Countless opportunities for career growth and professional development• Collaborative, friendly, and flexible environment