Mortgage Servicing Agent

This is a fully remote position, open to applicants in Kentucky, +3 more states.

📋 Description

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

• Investigate, analyze, and present solutions that fulfill customers' requirements.

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

• Provide account information to customers.

• Address or escalate billing disputes as necessary.

• Correct payment discrepancies.

• 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.

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

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

⛳️ Requirements

• 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 skills.

• Demonstrated time management and organizational capabilities.

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

• Proficient technology skills with the capability to navigate multiple computer systems and applications and utilize search tools.

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

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

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

• Previous experience in customer service or call centers is a plus.

• Leadership experience is an additional advantage.

🏝️ 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.

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

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

• Up to 11 paid holidays available.

• Adoption assistance offered.

• 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.

• Opportunity for equity stock purchase.

• 9 weeks of comprehensive training.