Loan Servicing Support Specialist

Description

Reports to:

Loan Servicing Manager

Classification:
Full-Time / Exempt

Supervisory Responsibilities:

No

Homewise is seeking a Loan Servicing Support Specialist to provide customer support in the Loan Servicing Department. This role is critical in supporting Homewise, Inc. and all associated entities.

• Audit, track, and manage the receipt of final mortgage documents, including recorded security instruments, title policies, and assignments of mortgage.
• Coordinate with title companies, county offices, and document custodians to resolve missing or inaccurate documentation.
• Maintain an organized and accurate tracking system to ensure timely submission and compliance of all required documents.

• Assist customers with loan servicing questions and issues, both in person and over the phone.
• Support monthly collection efforts through outbound calls and follow‑up communication.
• Prepare Verification of Mortgage (VOM) documentation as requested.
• Coordinate with title companies and financial institutions to prepare and ensure accuracy of payoff requests.

• Partner closely with internal teams, including Home Purchase Advisors, Real Estate Sales, Real Estate Development, and Lending, to ensure a high standard of service.
• Perform additional duties as assigned.
• Ensure compliance with all applicable regulations, policies, and procedures.

• All customer calls and emails are returned within one business day.
• High levels of satisfaction among both internal and external customers.

• Customer Service:
  Demonstrates exceptional responsiveness to internal and external customer needs, consistently exceeding expectations and adhering to Homewise, Inc. Customer Service Standards.
• Active Listening:
  Allows others to speak, seeks to understand differing viewpoints, and responds thoughtfully.
• Communication:
  Communicates clearly and effectively, both verbally and in writing, while maintaining professionalism across all channels, including email.
• Flexibility & Adaptability:
  Adjusts quickly to changing priorities and conditions; effectively manages complexity and change.
• Teamwork:
  Collaborates proactively with peers and supervisors to build strong, productive working relationships.
• Composure Under Pressure:
  Maintains consistent performance and professionalism in high‑pressure or stressful situations.
• Technical Proficiency:
  Demonstrates competency in Microsoft Excel, Word, Outlook, and other relevant software applications.
• Attention to Detail:
  Ensures accuracy and completeness; does not allow critical details to be overlooked.
• High Standards:
  Holds self and team accountable to a high level of performance and quality.

• Ability to communicate in English and Spanish; written and verbally.

• This is largely a sedentary role.
• Must be able to occasionally lift objects up to 20 pounds.