Customer Service Representative

• Manage incoming and outgoing calls with borrowers to address questions, provide updates on loan accounts, and support timely issue resolution
• Research county records related to deeds and property taxes, making outbound calls as needed to obtain accurate account information
• Prepare, organize, and file mortgage and loan-related documentation while maintaining complete and precise records
• Post payments and update account activity details with careful attention to documentation standards and data accuracy
• Work with loan officers, underwriters, team leads, and other support partners to gather information and resolve servicing matters efficiently
• Monitor accounts for concerns that require follow-up, help coordinate payment arrangements when appropriate, and track progress through resolution
• Escalate complex delinquency or workout situations to the appropriate loss mitigation contacts when additional review or approval is needed
• Perform duties in alignment with applicable regulations, internal policies, and quality expectations, including periodic self-review of loan data and files
• Participate in ongoing training sessions to stay current on policy updates, regulatory requirements, and servicing procedures

• Experience in customer service or call center support with a strong focus on handling both inbound and outbound calls
• Working knowledge of mortgage documents and the ability to review, prepare, and file related paperwork accurately
• Background in researching deed information and contacting counties to obtain tax or property record details
• Ability to document customer interactions thoroughly and maintain organized account notes and records
• Familiarity with payment processing, account follow-up, or loan servicing support is preferred
• Strong attention to detail and the ability to work accurately within compliance-driven processes
• Effective communication skills and the ability to collaborate across multiple teams to resolve customer issues

Familiarity with payment processing, account follow-up, or loan servicing support

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) plan