Take ownership of escalated customer cases, resolve complex issues, and advocate for clients in a high-risk mortgage servicing environment.
About Us
We are a leading mortgage servicing company committed to providing excellent service and regulatory compliance across all customer interactions. Our team values professionalism, accountability, and customer advocacy, ensuring disputes and concerns are resolved quickly and accurately. We believe in collaboration, integrity, and continuous improvement as the foundation for reducing complaints and improving client satisfaction.
Schedule
- Full-time, remote role
- Must maintain regular and punctual attendance
What You’ll Do
- Conduct root cause analyses on high-risk cases to resolve complex customer issues
- Collaborate across business lines to ensure disputes are addressed effectively
- Take ownership of escalated cases, keeping leadership informed of risks and mitigation strategies
- Handle inbound/outbound calls and customer requests within service level expectations
- Demonstrate empathy, deescalate situations, and work toward positive outcomes
- Ensure compliance with federal, state, FHA, VA, USDA, FNMA, and FHLMC servicing requirements
- Maintain confidentiality of customer information and accurate documentation
- Build lasting customer relationships through active listening and efficient resolution
What You Need
- High School diploma plus 5 years of experience, or Bachelor’s degree with 5–8 years preferred
- Deep operational knowledge of loss mitigation, SPOC, escrow, and regulatory guidelines
- Strong problem-solving and critical-thinking skills
- Excellent communication, negotiation, and customer service abilities
- Proficiency with Microsoft Excel and mortgage servicing systems
- Ability to work independently under pressure and collaborate effectively in complex situations
Benefits
- Comprehensive medical, dental, and vision coverage
- Paid time off (vacation, sick leave, and holidays)
- Life and disability insurance options
- Equal opportunity employer committed to diversity and inclusion
This role is ideal for a seasoned mortgage servicing professional ready to step into a supervisory role and directly impact customer experience.
Happy Hunting,
~Two Chicks…