Mortgage Servicing & Customer Experience Associate

BankSouth Mortgage•Atlanta, GA

11d•Onsite

About The Position

The Mortgage Servicing & Customer Experience Associate is responsible for delivering an exceptional borrower experience during the interim servicing period, from loan closing through transfer to a sub-servicer or onboarding to BankSouth Mortgage's servicing platform. This position serves as a primary point of contact for borrowers, insurance agents, investors, and internal business partners regarding servicing-related inquiries and payment processing. The Mortgage Servicing Associate works closely with Mortgage Operations, Marketing, Servicing, and Deposit Operations to ensure timely, accurate, and proactive communication throughout the post-closing servicing lifecycle. This role utilizes HubSpot CRM and other technology platforms to track borrower interactions, manage customer communication workflows, and support a seamless customer experience. Success in this role requires a strong customer-service mindset, attention to detail, regulatory awareness, and the ability to leverage technology and process improvements to enhance borrower satisfaction and operational efficiency.

Requirements

Strong commitment to delivering exceptional customer service and borrower satisfaction.
Excellent attention to detail, accuracy, organization, and ability to prioritize multiple responsibilities in a fast-paced environment.
Strong critical thinking, analytical, problem-solving, and decision-making skills.
Excellent verbal, written, and interpersonal communication skills.
Ability to build positive relationships with borrowers, internal business partners, investors, insurance agents, and third-party servicing partners.
Strong research skills with the ability to resolve servicing issues independently and efficiently.
Ability to leverage technology, automation, and workflow tools to improve customer experience and operational efficiency.
Advanced computer proficiency including Microsoft Office 365 applications, spreadsheets, databases, and document management systems.
Strong mathematical aptitude and basic accounting knowledge.
High school diploma or GED required.
Demonstrated ability to manage confidential information with professionalism and discretion.

Nice To Haves

Two to five years of mortgage banking, loan servicing, customer service, financial services, banking, or related industry experience preferred.
Preference given to those with two plus years of Agency servicing experience.
Associate's or Bachelor's degree in Business, Finance, Accounting, Communications, Marketing, or related field preferred.
Understanding of mortgage lending, servicing regulations, consumer privacy requirements, and applicable federal and state compliance requirements preferred.
Working knowledge of mortgage servicing processes, interim servicing, payment processing, escrow administration, or post-closing mortgage operations.
Experience utilizing customer relationship management (CRM) platforms such as HubSpot, Salesforce, or similar systems.
Proficiency with mortgage banking systems, including Encompass and servicing-related technology platforms.
Knowledge of GSE Investor servicing rules, guidelines, processes and procedures preferred.

Responsibilities

Serve as a primary point of contact for borrowers, insurance agents, mortgage bankers, investors, and internal staff regarding interim servicing mortgage loans.
Deliver an exceptional customer experience throughout the interim servicing period, from loan closing through servicing transfer or onboarding to BankSouth Mortgage's servicing platform.
Respond promptly and professionally to borrower inquiries through phone, email, CRM-generated communications, and other approved communication channels.
Make outbound calls and communications to borrowers and internal staff regarding loan servicing matters, payment inquiries, servicing transfers, and documentation requirements.
Conduct all activities related to interim servicing of mortgage loans, including collection and posting of borrower payments and processing of borrower statements and communications.
Serve as primary point of contact and customer liaison with Company’s Sub-servicer and assist in timely resolution of borrower issues.
Assist in timely transfer of servicing of loans to Company Sub-servicer and Investors upon the sale of mortgage loans.
Utilize CRM to document customer interactions, maintain accurate servicing note, to track borrower communications, manage follow-up activities, and maintain accurate customer records to ensure the continuity of service and regulatory compliance.
Partner with the Marketing team to develop, maintain, and enhance automated borrower communication workflows within the CRM.
Monitor borrower communication touchpoints and identify opportunities to improve customer satisfaction, communication effectiveness, and servicing efficiency.
Assist in onboarding loans to BankSouth Mortgage's servicing platform and support the successful transfer of loans to external servicing partners.
Collaborate with Operations, Secondary Marketing, Closing, Post-Closing, Accounting, Compliance, and Marketing teams to ensure seamless servicing transitions and customer communication.
Analyze servicing trends, recurring borrower inquiries, and customer feedback to recommend process improvements and workflow enhancements.
Maintain service-level standards for responsiveness, accuracy, customer satisfaction, and operational excellence.
Perform additional duties and special projects as assigned.
Responsible for learning, understanding, and adhering to all applicable fraud prevention, Bank Secrecy Act (BSA), Anti-Money Laundering (AML), OFAC, and information security requirements.
Ensure BankSouth Mortgage servicing activities comply with all applicable federal and state laws, regulations, investor guidelines, and company policies.
Maintain accurate and complete servicing records, borrower communications, payment histories, and workflow documentation in accordance with regulatory and company requirements.
Protect the confidentiality and security of customer information and maintain compliance with privacy and data protection requirements.
Document customer interactions and servicing activities accurately and timely within HubSpot CRM, Encompass, and other approved systems.
Adhere to established customer service standards and complaint resolution procedures to ensure a positive borrower experience throughout the interim servicing lifecycle.
Support internal audits, quality control reviews, regulatory examinations, and investor reviews by providing accurate and timely documentation.
Promptly identify, report, and assist in the resolution of compliance, servicing, operational, and customer service issues.
Correct exceptions and deficiencies identified through audits, examinations, quality control reviews, or management oversight.
Participate in required compliance, regulatory, servicing, and customer experience training programs.