Loan Servicing Specialist

CrossCountry Mortgage•Cleveland, OH

5d•Onsite

About The Position

The Loan Servicing Specialist (Call Center Representative) will provide professional and knowledgeable assistance to borrowers in a call center environment. Responsible for providing outstanding customer service experience for loan customers, third party requestors and internal CrossCountry Mortgage, LLC. staff. Act as the first point of contact for customer telephone calls and e-mails to ensure their satisfaction and loyalty by assisting in, and resolving, a wide variety of Loan Servicing inquiries. Perform all duties in accordance with company policies and procedures and all state and federal regulations. This position operates within Eastern Standard Time Zone working hours to support the East Coast region.

Requirements

A minimum of 1 years’ residential mortgage processing experience.
Knowledge of loan documentation, loan systems, operations and accounting.
Proficient with Microsoft Excel and Word.
Excellent attention to detail and organization skills.
Excellent communication and customer service skills.

Nice To Haves

Associate’s degree or equivalent in business related field or equivalent combination of education/experience, preferred.
Experience in banking or financial related field, preferred.

Responsibilities

Responsible for the new loan set up on the sub-servicing system.
Perform outbound calls and receive inbound calls from borrowers, providing customer service support to borrowers.
Pull all required documents for the new loans.
Follow up with appropriate departments to obtain missing documents.
Reconcile and monitor data accuracy on the MERS systems.
Work with insurance companies to reflect the proper mortgagee clause.
Monitor and collect first payments from mortgagors.
Respond to inquiries from mortgagors on their loan account.
Other duties as assigned.