Customer Service Representative; Mortgage Servicing

Position Summary

Responsible for providing best in class customer service while assisting with general mortgage inquiries, concerns and light collections efforts as needed. Handles both inbound and outbound calls to ensure quick and effective solutions are provided to each customer. Ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

• Handles inbound and outbound calls to current and early-stage delinquent accounts.
• Effectively respond to internal/external customer emails and voicemails.
• Assists with a variety of customer inquiries including but not limited to escrow, payment transactions, ARM changes, payoff request and other inquiries.
• Performs other duties and projects as assigned.

• Mortgage Servicing experience required.
• Call center with early stage collections experience preferred.
• Escrow and MSP/Black Knight experience a plus.
• Bilingual - Spanish speaking highly preferred.
• Exceptional attention to detail, verbal, written and interpersonal communication skills.
• Proficient in Microsoft Office applications including Word, Excel, PowerPoint, and Outlook.
• Must be self-motivated and able to multi-task with minimal supervision.
• Bachelor's Degree or similar preferred.
• Position is fully remote, hybrid model will be determined based on location.

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

loan Depot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loan Depot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, loan Depot enables customers to achieve the American dream of home ownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions.

With headquarters in Southern California and offices nationwide, loan Depot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.

Base pay is one part of our total compensation package. The base pay for this role is $20 per hour for non-Spanish speaking reps and $21 per hour for Spanish speaking reps. In addition to the hourly rate, the Customer Service Representatives are also eligible to receive a monthly incentive bonus plan.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.