Customer Service Representative Jobs

About The Position

Requirements

• Prior experience in a customer service role, preferably within mortgage servicing or a financial services environment.
• Microsoft Outlook, Word and Excel experience is strongly preferred.
• Experience with Sagent’s LoanServ mortgage servicing software strongly preferred.
• Prior mortgage experience a plus, demonstrating familiarity with mortgage loan concepts.
• Comprehensive knowledge of various regulations governing mortgage servicing processes, not limited to TILA, RESPA, NACHA, FCRA, etc.
• Basic understanding of early-stage collection principles and best practices.
• Ability to communicate clearly and effectively with clients and employees to create a positive and cooperative work environment.
• Excellent listening, organizational, interpersonal, and time management skills.
• Strong problem-solving skills with a customer-centric approach.
• Ability to work as a team member and contribute positively to group objectives.
• Ability to adjust easily to work situations based on employee, group, or business needs.
• Ability to work well under pressure in a fast-paced environment.

Nice To Haves

• Spanish speaking a plus.

Responsibilities

• Service mortgage lending customers via inbound and outbound calls, and written communication.
• Answer customer inquiries about their mortgage loan, including payment status, escrow, statements, and general loan information.
• Handle and resolve customer complaints, escalating complex issues to appropriate departments when necessary.
• Conduct early-stage collections on delinquent mortgage accounts (typically 4-15 days past due) through both inbound and outbound calls.
• Document all communications between the borrower and Cascade Financial Services, as well as updating the servicing computer system to ensure a complete and accurate loan file.
• Communicate effectively with other departments (e.g., Collections, Escrow, Loss Mitigation) about loan payments, borrower files, and issue resolution.
• Maintain borrower relationships in a friendly, professional, and empathetic manner.
• Generate payoffs, verification of mortgage, and other requested loan documents accurately and efficiently.
• Accept loan payments by phone from current borrowers, ensuring proper processing and adherence to payment handling procedures.
• Research information relating to specific job duties and borrower inquiries to provide accurate and complete responses.
• Assist with other duties as necessary, contributing to overall departmental efficiency and customer satisfaction.

Benefits

• Medical
• Dental
• Vision
• Life
• 401K match
• PTO
• Sick Time
• 10 Paid Holidays