Customer Experience Representative-Servicing

Customer Experience Representative – Servicing

The Customer Experience Representative – Servicing is responsible for providing a high level of proactive, white-glove customer service to Novus Home Mortgage borrowers following loan closing and throughout the transition into servicing.

This role serves as an extension of Novus Home Mortgage, the originating branch, and the Loan Originator after closing. The Customer Experience Representative helps ensure that borrowers continue to receive the same level of communication and service after funding that they experienced during the origination process.

This is not intended to be a traditional call-center position. The Customer Experience Representative is expected to proactively identify borrower's needs, anticipate upcoming servicing events, provide timely outreach, coordinate internally, and help prevent customer-service issues from becoming larger problems.

The position will work closely with Servicing, branches, Loan Originators, Construction, Operations, and other internal departments to provide borrowers with a clear point of contact while ensuring technical servicing decisions remain with the appropriate subject-matter expert.

The Customer Experience Representative will maintain and manage borrower touch points on behalf of Novus, the branch, and the Loan Originator when upcoming events require customer communication.

Responsibilities may include:

• Monitor loans with upcoming servicing events, maturity dates, expiration dates, outstanding requirements, or other borrower action items.
• Contact borrowers in advance of important dates or requirements.
• Explain upcoming actions and help borrowers understand what is expected.
• Coordinate with internal subject-matter experts when additional assistance or a decision is required.
• Continue borrower follow-up until the matter has been appropriately resolved or transferred to the responsible department.
• Document borrower communications and outcomes so the appropriate internal parties have visibility.

The goal is to identify and address potential issues before they become borrower complaints, delinquencies, maturity issues, or branch escalations.

Provide proactive borrower communication for Novus portfolio products or loans requiring continued servicing attention.

Examples include:

Bridge Loans

• Monitor upcoming bridge loan maturity dates and important loan milestones.
• Proactively contact borrowers well in advance of maturity.
• Obtain updates regarding the sale of the borrower's existing residence when applicable.
• Identify potential issues that could impact repayment or payoff.
• Coordinate with Servicing, the branch, and Loan Originator as necessary.
• Escalate potential maturity or repayment concerns early rather than waiting until the loan becomes past due or requires an extension.

Escrows & Holdbacks

• Provide proactive borrower follow-up regarding outstanding escrow or holdback requirements.
• Remind borrowers of documentation, inspections, completion requirements, or other items needed for escrow release.
• Track upcoming expiration or completion dates.
• Help coordinate borrower communication with the appropriate internal department.
• Escalate items at risk of missing required deadlines.

Construction / Renovation / 2xClose Loans

• Provide scheduled borrower touch points during the construction period.
• Assist with communication regarding upcoming milestones, draws, inspections, documentation, and other borrower requirements.
• Provide reminders regarding important construction-related deadlines.
• Assist with communication as the borrower approaches completion of construction and transition to permanent financing when applicable.
• Coordinate with the Construction Department, Servicing, branch, and Loan Originator as needed.
• Help ensure that…