Customer Relations Specialist

Evergreen Home Loans Customer Relations Specialist

At Evergreen Home Loans®, we believe home ownership changes lives and we're passionate about helping people achieve it while creating a "WOW" experience along the way. Our mission is simple: deliver On Time and As Promised® service while changing the world one relationship at a time.

We're looking for talented, customer-focused professionals who care as deeply about people, teamwork, and service excellence as we do.

Evergreen has been recognized as one of the Puget Sound Business Journal's Best Places to Work multiple years running and has earned national recognition as a certified Great Place to Work®. Most recently, Evergreen was named one of the 2025 Fortune Best Workplaces in Financial Services & Insurance™.

At Evergreen, our culture is built on integrity, family, growth, and fun. We believe that when associates feel supported, empowered, and inspired, they deliver extraordinary experiences for customers and business partners alike. When you join Evergreen, you become part of a collaborative, people-first organization that values creative thinking, professional growth, and meaningful relationships. We invest in our associates through leadership development, coaching, community involvement, and opportunities to grow your career while making a real impact.

In return, you'll enjoy:

• A supportive and relationship-driven culture
• Competitive compensation and comprehensive benefits
• 401(k) with company match
• Professional development and career growth opportunities
• A company committed to giving back to the communities we serve

The Customer Relations Specialist plays an important role in our loan servicing contact center by performing several activities supporting loan servicing functions and the needs of our internal and external customers. These activities include placing outbound and receiving inbound telephone calls as well as reviewing and sending written correspondence and electronic mail to and from customers. This role also performs loan system data entry and maintenance activities in our loan servicing.

Additionally, using information found in our loan servicing systems, the Customer Relations Specialist research and answer inquiries, work to solve customer problems, request, and process loan payments, and offer assistance to homeowners experiencing financial difficulty. This position is also responsible for managing a queue of loans at risk of or in default to offer opportunities to resolve the delinquency.

The role is primarily responsible, under direct to moderate supervision, for providing accurate, friendly, and efficient customer service/collections activities within agreed upon service levels and in compliance with guidelines established by investors, company, state, and federal regulations.

Essential Duties and Responsibilities:

• Performs within established service levels and quality standards a variety of tasks related to customer communication and loan assistance including monitoring and responding to customer emails, answering incoming calls, placing outbound calls, and responding to customer voicemails.
• Research and resolve inquiries and collect and process payments for Customer Relations.
• Communicate with other internal departments and vendors about the status of loan transactions and/or borrower questions and open system tasks when required.
• Advocate for the customer's needs and maintain internal and external customer relationships in a friendly and professional manner.
• Provide first call resolution by following department procedures and escalation protocol.
• Adhere to all customer identification verifications policies and procedures before providing information to individuals or third-party entities.
• Knowledge of programs available to assist borrowers in resolving delinquency.
• Understand required notifications, call attempts, inspections, and borrower responses during the default episode.
• Handle high volumes of incoming and outgoing calls following company procedures.
• Identify borrower challenges leading to the delinquency.
• Provide accurate information about available programs.
• Process payments, set up payment plans, offer applications, set response…