Mortgage Servicing & Customer Experience Associate

Job Details

Level: Experienced

Location:

Forum - Atlanta, GA 30327
Position Type:
Full Time
Education Level: High School Diploma or GED

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. Serves as a primary point of contact for borrowers, insurance agents, investors, and internal business partners regarding servicing‑related inquiries and payment processing.

• 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 notes, track borrower communications, manage follow‑up activities, and maintain accurate customer records to ensure 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, 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 Bank South 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 Hub Spot 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,…