Servicing Operations Specialist

Servicing Operations Specialist

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As a Servicing Specialist, you'll play an important role in successfully answering incoming customer calls and customer service‑related emails. You'll deliver a positive experience to our customers and resolve their concerns within the established timeline. You'll work on our Customer Contact Servicing Operations Team and report directly to the Servicing Operations Customer Contact Manager. You'll have the ability to evaluate, analyze, and resolve customer concerns regarding their mortgage and respond to the customer via verbal and written communication.

• Respond to incoming phone calls from borrowers, sellers, and third parties. Gather the caller’s information and determine the issue by evaluating and analyzing the information provided. Ask clarifying questions to the customer when needed. Handle and resolve customer complaints or inquiries via phone and email in a timely and accurate manner. Return voicemails left on the servicing line.
• Redirect issues to appropriate resources as needed. Research incoming Servicing inquiries from borrowers, sellers, and third parties. Confirm appropriate changes or updates were made to resolve customer’s issues.
• Ensure that customer privacy is maintained, and correct information is provided. Keep customers informed of the status of their request and next steps to be taken. Interact with internal departments and sub‑servicers to proactively detect and resolve customer issues.
• Additional responsibilities may be assigned by servicing management as needed.
• Employees must demonstrate behaviors aligned with the organization’s stated culture and values.
• Utilize Microsoft Excel and Word to document tasks and communicate with manager.

• 1+ years of related experience.
• High school diploma required.
• Entry‑level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending, including sales, operations, capital markets and/or other residential mortgage products and services.
• Entry‑level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate speaking and writing communication skills.

We offer competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401(k) matching program, tuition assistance, an employee volunteer program, and a wellness program. You’ll also have the opportunity to bolster your business knowledge and gain invaluable hands‑on experience.

Ameri Home Mortgage is a Western Alliance Bank company. Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, national origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities.