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, assess, and offer solutions that align with customers’ requirements.

• Resolve customer inquiries and issues during the first point of contact.

• Supply customers with their account information.

• Address or escalate billing disputes as necessary.

• Rectify payment inaccuracies.

• Adjust fees and finance charges when appropriate.

• Conduct account maintenance tasks.

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

• Manage lost or stolen cards/checks effectively.

• Examine customer issues not resolved in the initial contact.

• Complete nine weeks of mandatory training, Monday–Friday, from 9:00 AM to 6:00 PM CST.

• Maintain perfect attendance throughout the training period with no time off allowed.

⛳️ Requirements

• A high school diploma or equivalent qualification.

• Two to four years of pertinent experience.

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

• Strong problem-solving and critical-thinking capabilities.

• Demonstrated time-management and organizational skills.

• Familiarity with digital applications, including banking, money transfer, and payment/billing software.

• Proficient technology skills with the ability to navigate various computer systems and applications.

• Competence in using search tools to locate information.

• Capacity to work independently in a distraction-free remote environment.

• Must complete nine weeks of training from Monday to Friday, 9:00 AM to 6:00 PM CST.

• 100% attendance is mandatory during training; no time off is permitted.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability coverage.

• Pregnancy disability and parental leave provisions.

• Parental leave benefits.

• 401(k) plan along with an employer-funded retirement plan.

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

• Up to 11 paid holidays annually.

• 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 mandated by law.

• Incentive and recognition initiatives.

• Equity stock purchase options.

• Contributions to the 401(k) plan.

• Pension benefits.