Mortgage Servicing Agent

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

• Deliver exceptional customer service by addressing inquiries, requests, and issues over the phone.

• Investigate, evaluate, and offer solutions tailored to customer needs.

• Resolve customer inquiries and issues during the first interaction.

• Provide customers with relevant account information.

• Address or escalate billing disputes as necessary.

• Correct any payment discrepancies.

• Adjust fees and finance charges when appropriate.

• Conduct account maintenance tasks.

• Process card, check, or other types of orders.

• Take action on lost or stolen cards/checks.

• Investigate customer issues that were not resolved during the initial contact.

• Complete a nine-week training program from Monday to Friday, 9:00 AM to 6:00 PM CST, with mandatory 100% attendance and no time off allowed during training.

⛳️ Requirements

• High school diploma or equivalent qualification.

• Two to four years of relevant work experience.

• Excellent phone communication skills with a focus on customer satisfaction.

• Strong problem-solving and critical thinking abilities.

• Demonstrated time-management and organizational skills.

• Knowledge of digital applications (e.g., banking apps, money transfer apps, payment/billing apps).

• Proficient in technology with the capability to navigate various computer systems and applications, as well as utilize search tools to obtain information.

• Ability to work independently in a remote environment without distractions.

• Mortgage experience is preferred.

• Must adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct, as well as workplace conduct and safety policies.

• Required to complete employment eligibility verification and background checks.

• Must comply with applicable regulatory requirements, including those related to FINRA, NMLS registration, Reg Z, Reg G, OFAC, NFA, FCPA, Bank Secrecy Act, SAFE Act, and federal guidelines, where relevant.

🏝️ Benefits

• Healthcare benefits (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave.

• 401(k) plan and employer-funded retirement plan.

• Paid vacation ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holidays each year.

• Adoption assistance programs.

• Sick and Safe Leave accrual of one hour for every 30 hours worked, up to 80 hours per calendar year, unless otherwise stipulated by law.

• Additional compensation for shift work and Saturday schedules.

• Incentive and recognition initiatives.

• Equity stock purchase options.

• Pension plan.