Call Center Consumer Care Agent (Mortgage Servicing) (Troy, MI)

CMG Financial•Troy, MI

11d•$20 - $22•Onsite

About The Position

CMG Financial is hiring on-site Mortgage Servicing Consumer Care Call Center Agents to work at the Consumer Contact Center located in Troy, MI. The Agents are responsible for providing exceptional customer service to borrowers by handling inquiries related to their mortgage loans. This role involves assisting borrowers with account information, payments, and resolving any issues they may encounter. The agent ensures that all borrower interactions are handled professionally, efficiently, and in compliance with company policies and regulatory requirements. Working On-site in Troy, MI; Evening Shift Noon – 9pm CMG pays a competitive hourly rate which initially ranges from $20.00 to $22.00 per hour with opportunities for compensation increases quickly as you learn our systems

Requirements

Must be able to work on-site at our new Servicing Center in Troy, MI (Detroit Area)
High school diploma or equivalent; Associate or Bachelor degree preferred.
Minimum of 1-4 years of experience in customer service, call center, or mortgage servicing.
Strong understanding of mortgage loan processes and servicing.
Excellent communication and interpersonal skills.
Ability to handle high call volumes and manage multiple tasks in a fast-paced environment.
Proficiency in using CRM systems and other relevant software applications.
Detail-oriented with strong problem-solving skills.

Nice To Haves

Knowledge of regulatory requirements and industry best practices is a plus.

Responsibilities

Answer incoming calls from borrowers regarding their mortgage accounts.
Provide accurate and timely information about account balances, payment histories, and other mortgage-related inquiries.
Assist borrowers with making payments, setting up automatic payments, and other account management tasks.
Address and resolve borrower complaints and issues, escalating to the appropriate department when necessary.
Investigate and resolve payment discrepancies, escrow issues, and other account-related concerns.
Follow up with borrowers to ensure satisfactory resolution of their issues.
Update borrower information in the company’s CRM system, ensuring accuracy and completeness.
Process requests for account statements, payoff quotes, and other documentation.
Assist borrowers with loan modification applications and other loss mitigation options.
Adhere to all company policies, procedures, and regulatory requirements.
Maintain confidentiality of borrower information and ensure data security.
Participate in quality assurance activities, including call monitoring and feedback sessions.
Work closely with other departments, including collections, underwriting, and servicing, to facilitate borrower solutions.
Communicate effectively with team members and supervisors to share information and updates.
Participate in team meetings, training sessions, and professional development activities.
Account Maintenance, Payment Reminder Calls, Payments (30+ days), Contact Information Updates, Website Assistance, Complaints, Loan Balances, Retention/Recapture, Document Requestions, Payoffs, Credit Corrections, Recasts, FEMA Claims, Collections, and Escrow