Customer Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service to both internal and external clients.

• Manage inbound and outbound calls as well as customer interactions within the Servicing Department.

• Investigate customer inquiries and facilitate payment collection for mortgage accounts.

• Collaborate with various departments to address and resolve inquiries.

• Establish and nurture business relationships with mortgage clients.

• Address and resolve incoming calls from mortgage customers, loan officers, and other departments.

• Conduct outbound collection calls and draft correspondence related to FNMA, FHLMC, FHA, VA, and USDA loans.

• Research and address routine to moderately complex issues and inquiries.

• Create reports and engage in complex project work as required.

• Execute routine to complex customer transactions and manage account maintenance.

• Respond to customer correspondence, type letters, and prepare forms along with other documentation.

• Assist with annual escrow analysis and prepare year-end statements.

• Coordinate and process payoff requests for title companies or clients.

• Perform additional duties as assigned.

⛳️ Requirements

• Must be able to satisfactorily perform each essential duty.

• 1-2 years of customer service experience is required.

• 1-2 years of experience in mortgage customer service and/or mortgage-related roles is preferred.

• An equivalent combination of education, experience, and training that provides the necessary knowledge, skills, and abilities.

• Proficiency in speaking, reading, and writing in English.

• Knowledge of Spanish or other languages is advantageous.

• Ability to read and comprehend basic instructions, brief correspondence, and memos.

• Competence in writing simple correspondence.

• Capability to effectively present information in one-on-one and small group settings.

• Proficient in communicating via email.

• Strong typing, spelling, and written communication skills.

• Ability to sit at a desk and work on a computer for extended periods.

• A strong work ethic, reliability, team-oriented mindset, and a positive attitude.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance options.

• Retirement savings plan with employer matching.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive work environment.