Mortgage Servicing & Customer Experience Associate

Mortgage Servicing & Customer Experience Associate

Forum - Atlanta, GA 30327

Level Experienced Position Type Full Time Job Shift Day Education Level High School Diploma or GED Category Servicing

Welcome to Bank South Mortgage! Accelerate Your Career with Us Imagine a workplace where you're valued, your work has purpose, and you get to help people achieve the American dream! At Bank South Mortgage, we're more than just mortgages; we're a family committed to excellence, integrity, and community.

Dive into a World of Opportunities With us, you're not just starting a job; you're stepping into a career full of possibilities! We're backed by Bank South, a top-performing community bank, and together, we're making home ownership dreams come true for thousands every year.

Experience Our Unique Culture Leadership That Inspires:
Work with creators, dreamers, and doers who lead with passion and responsibility! Power in Commitment:
Be part of a team that puts relationships, community, and integrity at its core! Innovative Approach:
Enjoy the blend of state-of-the-art technology and extraordinary in-person service!

Elevate Your Life with Our Benefits! Comprehensive Health Packages 401k Matching Life & Disability Insurance Employee Assistance Programs FSA & DCA support And Much More!

Join Us & Shape the Future Whether you are looking for an exciting career path or a place where your work makes a difference, Bank South Mortgage is the place for you! You bring your skills and passion; we provide the tools and environment for you to thrive.

Your Role Here Matters Every role at Bank South Mortgage is crucial. Your contribution will not only help families secure their homes but also enrich the communities we serve. Come, be a part of something bigger, and experience mortgage excellence with us!

Bank South Mortgage:
Where Dreams Meet Excellence Explore opportunities with us and step into a world where your work is valued, your growth is nurtured, and your success is celebrated! Let's build something great together!

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 Bank South 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 Hub Spot 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.

• 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 Bank South 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 Bank South Mortgage's servicing platform and support the successful transfer of loans to external servicing partners.
• Collaborate with Operations, Secondary Marketing, Closing, Post-Closing,…