Mortgage Flood Insurance Customer Support

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

📋 Description

• Accountable for overseeing intricate account servicing tasks pertaining to CH portfolios.

• Facilitates the complete account closure processes, including insurance management, compliance assessments, payment processing, and advanced customer support roles.

• Review, oversee, and resolve CH Back-End-tagged tickets promptly and accurately.

• Assist with requests for payoff quotes from CH and lenders.

• Execute account closure endorsements from start to finish, covering both Self-Serve and internal requests.

• Manage unblock requests related to account closures.

• Accurately post manual payments in adherence to internal controls.

• Prepare bi-weekly reconveyance requests for audit evaluation.

• Submit bi-weekly reconveyance requests to ProTitle following audit authorization.

• Review and address OFAC-blocked LIDs in compliance with regulatory standards.

• Oversee flood insurance renewals and Letters of Lender (LOL) from initiation to completion.

• Manage Homeowners Insurance (HOI) renewals comprehensively for condominium accounts.

• Collaborate with Flood and HOI agencies to resolve coverage, renewal, and compliance challenges.

• Conduct outbound communications with CH, lenders, and Flood/HOI agencies to address issues, gather documentation, and provide status updates.

• Lead and assist Level 1 Customer Support Specialists, offering guidance, handling escalations, and ensuring quality oversight as necessary.

⛳️ Requirements

• A minimum of 5 years of experience in mortgage servicing, loan operations, insurance servicing, or financial services is preferred.

• Comprehensive knowledge of account closure, payoff processing, reconveyance, and insurance renewals.

• Familiarity with compliance concepts such as OFAC and audit procedures is advantageous.

• Strong attention to detail and the capability to manage multiple priorities effectively.

• Outstanding verbal and written communication abilities.

• Proficient in internal servicing systems and ticketing platforms.

• Must be located in the Philippines.

• Availability to work in the Pacific Standard Timezone.

🏝️ Benefits

• HMO coverage.

• Internet allowance (up to $50/month for a 30 Mbps+ connection).

• Option to include one dependent in your HMO if you opt out of the internet allowance.

• Equipment provided— we’ll ship it to you after background check clearance.