Loan Servicing Specialist

Position Overview

The Loan Servicing Specialist (Call Center Representative) will provide professional and knowledgeable assistance to borrowers in a call center environment. Responsible for providing outstanding customer service experience for loan customers, third party requestors, and internal Cross Country Mortgage, LLC staff. Act as the first point of contact for customer telephone calls and e‑mails to ensure satisfaction and loyalty.

• Responsible for the new loan set up on the sub‑servicing system.
• Perform outbound calls and receive inbound calls from borrowers, providing customer service support.
• Pull all required documents for the new loans.
• Follow up with appropriate departments to obtain missing documents.
• Reconcile and monitor data accuracy on the MERS systems.
• Work with insurance companies to reflect the proper mortgagee clause.
• Monitor and collect first payments from mortgagors.
• Respond to inquiries from mortgagors on their loan account.
• Other duties as assigned.

• Associate’s degree or equivalent in a business related field, or equivalent combination of education/experience (preferred).
• Minimum of 1 year of residential mortgage processing experience.
• Experience in banking or financial related field (preferred).
• Knowledge of loan documentation, loan systems, operations and accounting.
• Proficient with Microsoft Excel and Word.
• Excellent attention to detail and organization skills.
• Excellent communication and customer service skills.

• Competitive compensation plan.
• Robust benefits package including medical, dental, vision.
• 401(k) plan.
• Company-provided short-term disability.
• Employee assistance program.
• Wellness program.

Cross Country Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”).