Servicing Operations Specialist

About This Role

Serve as a Servicing Operations Specialist, answering customer calls and emails related to mortgage inquiries while ensuring a positive customer experience and timely resolution of concerns within established timelines.

Responsibilities

• Respond to incoming phone calls from borrowers, sellers, and third parties
• Gather caller's information and determine the issue by evaluating and analyzing the information provided
• Ask clarifying questions to the customer when needed
• Handle and resolve customer complaints or inquiries via phone and email in a timely and accurate manner
• Return voicemails left on the servicing line
• Redirect issues to appropriate resources as needed
• Research incoming Servicing inquiries from borrowers, sellers, and third parties
• Confirm appropriate changes or updates were made to resolve customer’s issues
• Ensure that customer privacy is maintained, and correct information is provided
• Interact with internal departments and sub-servicers to proactively detect and resolve customer issues

Requirements

• 1+ years of related experience
• High school diploma
• Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
• Intermediate speaking and writing communication skills

Qualifications

• High school diploma required
• 1+ years of related experience

Skills

* Required skills

Benefits