Mortgage Servicing Agent

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

📋 Description

• Deliver exceptional customer service by addressing telephone inquiries, requests, and issues.

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

• Resolve customer inquiries and issues during the initial contact.

• Provide customers with relevant account information.

• Address or escalate billing disputes as necessary.

• Rectify payment errors effectively.

• Adjust fee and finance charges when appropriate.

• Conduct account maintenance tasks.

• Process card, check, or other transactions.

• Take action on lost or stolen cards/checks.

• Investigate customer issues that could not be resolved during the first interaction.

• Complete 9 weeks of training from Monday to Friday, 9:00 AM to 6:00 PM CST, from November 2 to January 1.

⛳️ Requirements

• High school diploma or its equivalent.

• 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.

• Familiarity with digital applications (such as banking apps, money transfer apps, and payment/billing apps).

• Proficient in technology, able to navigate multiple computer systems and applications, and use search tools to locate information.

• Capability to work independently in a remote environment free from distractions.

• Attendance during the 9 weeks of training is mandatory; no time off is allowed.

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

• An Associate’s degree, Bachelor’s Degree, or some college experience is advantageous.

• Previous customer service or call center experience is preferred.

• Leadership experience is a bonus.

• Mortgage experience is desirable.

• Must meet applicable employment eligibility verification standards.

🏝️ Benefits

• Healthcare options (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability benefits.

• Pregnancy disability and parental leave support.

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

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

• Up to 11 paid holidays each year.

• Adoption assistance available.

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

• Incentive and recognition programs.

• Opportunities for equity stock purchase.

• Pension plan.

• Disability accommodations available during the application or hiring process.