Customer Care Specialist II

New American Funding•Austin, TX

1d•$20 - $24•Hybrid

About The Position

The Customer Care Specialist II is the primary point of contact for customers with existing loans serviced by New American Funding. The specialist handles inbound mortgage-servicing questions about taxes, hazard insurance, escrow analysis, payments, principal curtailments, document copies, account balances, mortgage verifications, year-end tax information, payment methods, and payoffs. The role also includes outbound calls related to early-stage delinquency, escrow, FEMA, and welcome outreach. The specialist responds to inquiries, complaints, and disputes according to applicable guidelines, including CFPB requirements. They help borrowers identify ways to keep loans current, such as ACH or biweekly payments and self-service options through Servicing Digital’s mobile and web applications. They analyze requests, resolve mortgage-loan questions, and route escalations to the appropriate department. This position requires Spanish and English proficiency. The role is onsite for employees within 30 miles of the Austin, Texas, or Santa Ana, California, locations, and remote for employees outside those areas. The schedule is 12 p.m.–9 p.m. Central Time; training begins on a different schedule. Candidates must be able to work some weekends. The stated target start date is December 7, 2026. The work environment is usually quiet to moderate.

Requirements

Spanish-English bilingual ability is required.
Knowledge of commonly used mortgage-industry terminology, concepts, practices, and procedures.
Recent experience working with Black Knight’s Mortgage Servicing Platform (MSP); extensive MSP knowledge is specified for computer skills.
Ability to meet required performance standards and work well under pressure while managing multiple and sometimes conflicting deadlines.
Demonstrated ability to collaborate and work well with others and achieve goals.
Excellent verbal and written communication and listening skills.
Good business writing and math skills.
Strong PC skills, including proficiency with MS Windows, MS Outlook, and MS Office Suite.
The ideal candidate has at least five years of mortgage-servicing call-center experience using Black Knight’s MSP.
Reliable attendance and ability to meet performance standards.
Ability to work a schedule that includes some weekends.
Ability to pass a background investigation.
High school diploma or equivalent.
Ability to verify identity and employment eligibility to work in the United States.
Ability to read and interpret documents, write routine reports and correspondence, and speak effectively before customer or employee groups.
Ability to calculate figures and amounts and apply basic algebra and geometry concepts.
Ability to use common-sense reasoning to follow written, oral, or diagrammed instructions and handle problems involving several concrete variables in standardized situations.
Must be able to lift up to ten pounds and meet the stated physical demands, with reasonable accommodations where applicable.

Nice To Haves

Bachelor’s degree preferred.
Bilingual English/Spanish is also listed as a plus, although it is identified elsewhere in the posting as required.

Responsibilities

Handle customer calls in accordance with department policies, applicable laws, government guidance, and investor requirements, providing prompt and accurate responses to mortgage-servicing questions and concerns.
Handle borrower inquiries, disputes, and complaints within specified timelines and CFPB guidelines.
Contact borrowers in early-stage delinquency to discuss reasons for delinquency, assess financial ability and intent, and recommend appropriate retention solutions when suitable.
Assist borrowers with loan-servicing website and mobile-app payments, access issues, and password resets.
Assist with late-charge waiver requests and other loan-maintenance requests.
Document each customer interaction in the MSP Mortgage Servicing System.
Complete follow-up and research to ensure problems are resolved.
Minimize customer impacts and promote positive interactions with mortgage servicing.
Complete daily work activities to meet operational requirements and goals.
Comply with applicable mortgage-industry laws, rules, regulations, investor requirements, and CFPB servicing guidelines.
Perform other duties as assigned.