Customer Care Specialist

Overview

Position: Customer Care Specialist

Location: On Site Austin, TX (remote considered for bilingual agents only*) — must be able to work CST hours.

Pay: $20 - $22/hr doe. Quarterly Performance Bonuses + OT. Full‑time benefits including health, dental, vision, 401k, paid holiday, paid sick, and paid vacation.

Class

Start Date:

Monday 1/26/26

Training

Schedule:

Monday - Friday 10am-7pm CST

Schedule after training: Monday - Friday 12 PM CST to 9 PM CST plus one floating Saturday a month from 10‑2 PM CST.

The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. CCS handles inbound calls regarding mortgage questions, processes outbound calls related to delinquency, and responds to inquiries, complaints, and disputes following CFPB guidelines. CCS coaches borrowers on payment options and seeks resolution that suits the borrower.

• Handle phone calls from customers per department policies and CFPB guidelines, ensuring prompt and accurate responses.
• Initiate early delinquency contact with borrowers to discuss reasons and recommend retention solutions.
• Assist with loan servicing website and mobile app payments, denied access, and password resets.
• Assist borrowers with late charge waiver requests and other loan maintenance requests.
• Document each customer interaction in the MSP Mortgage Servicing System.
• Perform follow‑up and research tasks to ensure problem resolution.
• Minimize customer impacts and ensure each customer has a positive interaction.
• Complete daily work activities to meet operational requirements and goals.
• Fully comply with all applicable mortgage industry laws, rules, regulations, and CFPB Servicing Guidelines.
• Other duties may be assigned.

• High school diploma or equivalent required; bachelor’s degree preferred.
• 5+ years experience in a mortgage servicing call center using Black Knight’s Mortgage Servicing Platform (MSP).
• History of reliable attendance and ability to meet performance standards.
• Ability to work a schedule that includes some weekends; must pass background investigation.

• Language:
  Ability to read, interpret, write, and speak effectively in English; bilingual (English/Spanish) is a plus.
• Math:
  Ability to calculate figures, percentages, and apply algebra/geometry concepts.
• Reasoning:
  Apply common sense to carry out written/oral instructions and resolve problems.
• Computer:
  Extensive knowledge of MSP, MS Word, Excel, Outlook, and Internet Explorer.

• Meet performance standards and work under pressure.
• Collaborate and work well with others.
• Excellent verbal and written communication.
• Knowledge of mortgage industry terminology and MSP.
• Strong PC skills: MS Windows, Outlook, Office Suite.
• Bilingual (English/Spanish) is a plus.

• Problem Solving – Identifies, analyzes, and resolves problems.
• Interpersonal – Maintains confidentiality and emotional control.
• Oral and Written Communication – Speaks clearly and writes informatively.
• Team Work – Balances individual and group responsibilities.
• Quality Management – Pursues accuracy and thoroughness.
• Business Acumen – Understands business implications and goals.
• Diversity – Respect cultural differences and promote harassment‑free environment.
• Ethics – Acts with integrity and upholds organizational values.
• Organizational Support – Follows policies and completes tasks on time.
• Strategic Thinking – Develops strategies to achieve goals.
• Adaptability – Adjusts to changes and manages competing demands.
• Attendance/Punctuality – Consistently on time and covers responsibilities.
• Dependability – Follows instructions, takes responsibility, and meets deadlines.
• Initiative – Seeks help and offers assistance.
• Judgment – Makes timely, sound decisions with appropriate people.
• Planning/Organizing – Prioritizes efficiently.
• Professionalism – Treats others with respect and follows commitments.
• Productivity – Meets standards and works quickly.
• Safety and Security – Observes procedures and reports unsafe conditions.

The environment is quiet to moderate. Reasonable accommodations may be made for disabilities.

Must lift up to ten pounds; standard office duties include standing/sitting, stooping, bending, kneeling, crouching, reaching, twisting, and operating office equipment.

Equal Employment Opportunity/M/F/D/V. Drug‑free workplace.

Must be able to verify identity and employment eligibility to work in the U.S.