Mortgage Servicing Representative; Call Center

Position: Mortgage Servicing Representative (Call Center)

Targeted

Start Date:

12/7/26

Location: Onsite if located within 30 miles of Austin,TX or Santa Ana, CA site locations

US Remote if located outside of 30 miles of Austin, TX or Santa Ana, CA site locations

Schedule
:
Must be able to work 12pm-9pm CST hours (training will have a different schedule to start)

Pay
: $20 - $24/hr doe. We offer quarterly bonus, shift differential, bilingual differential and award programs

Position Summary
:
The Customer Care Specialist (CCS) is the primary point of contact for customers that have existing loans with New American Funding. The Customer Care Specialist is responsible for inbound calls regarding mortgage questions involving taxes, hazard insurance, escrow analysis, mortgage payments, principal curtailments, document copies, account balances, verification of mortgage, year-end tax information, methods of payment and payoffs. Customer Care Specialists participate in outbound calls regarding early-stage delinquency, Escrow, FEMA and Welcome calls.

Customer Care Specialists will respond to inquiries, complaints and disputes within guidelines established by the Consumer Finance Protection Bureau (CFPB). Specialists will coach borrowers in the best ways to keep their loan current by offering ACH, Bi-weekly payments and self-serve options using the Servicing Digital mobile and web applications. The goal being to find a resolution that fits each borrower's circumstance.

The Specialist is expected to analyze verbal requests, resolve and answer inquiries related to mortgage loans and route escalations to the appropriate department.

• Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines;
• Initiate early delinquency contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent, and recommend appropriate retention solutions, when appropriate;
• 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;
• Properly document each customer interaction in the MSP Mortgage Servicing System;
• Perform follow-up and research tasks to ensure problem resolution;
• Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing;
• Complete daily work activities to meet operational requirements and goals;
• Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines;
• Other duties may be assigned.

• Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry
  ;
• Knowledge of MSP preferred
• Billingual Spanish Preferred