Customer Service Representative- Mortgage Servicing

Sutherland•Tulsa, OK

22h•Onsite

About The Position

THIS ROLE IS ON-SITE IN OUR TULSA, OK OFFICE. Potential Work-at-Home opportunity after 6 Months Eligibility determined by performance and Management discretion . Sutherland Mortgage Services Inc. is a premier nationwide provider of end-to-end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers. We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace. Sutherland is seeking Mortgage Servicing Customer Service Representatives who have experience providing borrowers with assistance. Prior experience preferred. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Job Description Demographic changes (e.g., address, name, email, authorized to speak with) Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call. Statement inquiries and requests Phone payments and inquiries Extensions Due date changes Bankruptcy/foreclosure Account credit history review Complaint handling Collections Account cure and liquidation negotiations (e.g., extension, payment options) Payoffs, escrow, document requests, account status, billing inquiries, and web support. Respond to customer inquiries regarding their mortgage loans via Servicer’s customer service telephone lines. Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response. Utilize Servicer-provided scripted materials to provide solutions to customers. Follow-ups with customers with escalated issues or requesting a call back Escalate matters to appropriate members of the team as needed. Follow the procedures, related materials, and other instructions to accept calls from mortgage servicing customers and manage these calls through completion

Requirements

At least 1+ years customer service experience.
Experience in working with people on different levels
Strong communication skills, verbal and written
Ability to navigate multiple applications simultaneously
Excellent mortgage skills and knowledge are an asset
Strong time management skills
Candidates should be open to flexible scheduling options, including occasional Saturday assignments, and the ability to adapt/change as needed.

Nice To Haves

Experience with Mortgage Servicing Platform (MSP) as an asset

Responsibilities

Demographic changes (e.g., address, name, email, authorized to speak with)
Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.
Statement inquiries and requests
Phone payments and inquiries
Extensions
Due date changes
Bankruptcy/foreclosure
Account credit history review
Complaint handling
Collections
Account cure and liquidation negotiations (e.g., extension, payment options)
Payoffs, escrow, document requests, account status, billing inquiries, and web support.
Respond to customer inquiries regarding their mortgage loans via Servicer’s customer service telephone lines.
Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response.
Utilize Servicer-provided scripted materials to provide solutions to customers.
Follow-ups with customers with escalated issues or requesting a call back
Escalate matters to appropriate members of the team as needed.
Follow the procedures, related materials, and other instructions to accept calls from mortgage servicing customers and manage these calls through completion