Customer Service Specialist

CrossCountry Mortgage • Cleveland, OH

1d • Onsite

About The Position

As a Customer Service Specialist, you’ll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies. You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Requirements

• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Strong analytical skills and ability to calculate payments
• Proficient with Microsoft Office applications.
• Ability to handle high call volumes while maintaining quality and accuracy
• Demonstrated patience, empathy, and professionalism in handling customer concerns
• High School Diploma or GED required
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment

Nice To Haves

• College degree is a plus
• Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferred
• Proficiency in loan servicing system: LMS, preferred

Responsibilities

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and escalate complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

Benefits

• medical
• dental
• vision
• 401K
• company-provided short-term disability
• employee assistance program
• wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED