Servicing - Customer Care Specialist

Job Description

Position Summary

We are seeking a customer-focused Customer Care Servicing Specialist to join our Mortgage Servicing team. In this role, you will serve as a primary point of contact for homeowners and servicing partners, providing exceptional customer service while assisting with mortgage servicing inquiries, account maintenance, and issue resolution.

The ideal candidate enjoys helping others, communicates effectively, and thrives in a fast-paced environment. Previous experience in mortgage servicing, customer service, call center operations, financial services, or banking is highly valued.

Responsibilities

• Serve as the primary point of contact for borrowers and servicing partners regarding mortgage servicing inquiries.
• Handle a high volume of inbound and outbound phone calls with professionalism and empathy.
• Respond to customer emails and written inquiries in a timely manner.
• Research and resolve customer questions related to mortgage payments, escrow accounts, loan servicing, account status, and general servicing requests.
• Maintain accurate documentation of all customer interactions within the servicing system.
• Generate, review, and complete assigned servicing reports.
• Coordinate with servicing partners and internal departments to resolve account issues efficiently.
• Cross-train in multiple areas of mortgage servicing to support departmental needs.
• Maintain compliance with company policies, investor guidelines, and applicable federal and state mortgage servicing regulations.
• Deliver an exceptional customer experience while meeting quality, productivity, and service-level expectations.

Required Qualifications

• High school diploma or equivalent.
• 1+ year of experience in customer service, call center operations, mortgage servicing, banking, financial services, or a related field.
• Experience handling a high volume of inbound and outbound customer calls.
• Excellent verbal and written communication skills.
• Strong customer service, problem-solving, and conflict resolution abilities.
• Excellent organizational skills with strong attention to detail.
• Intermediate to advanced Microsoft Excel skills, including formulas, VLOOKUPs, and Pivot Tables.
• Proficiency with Microsoft Office (Excel, Word, Outlook).
• Ability to multitask, prioritize work, and adapt in a fast-paced environment.
• Self-motivated with a positive attitude and strong work ethic.
• Full-time, onsite attendance.

Preferred Qualifications

• Experience in mortgage servicing or mortgage operations.
• Familiarity with mortgage servicing platforms such as MSP (ICE Mortgage Technology/Black Knight) or similar systems.
• Knowledge of escrow, mortgage payments, loan servicing, default servicing, or customer account maintenance.
• Bilingual (English/Spanish) preferred.

Benefits

We offer a comprehensive benefits package to support your health, financial well-being, and professional growth, including:

• Competitive salary
• Medical, dental, and vision insurance
• Company-paid life insurance
• 401(k) with employer matching
• Paid time off and paid holidays
• Paid training and career development
• Employee Assistance Program (EAP)
• Wellness initiatives
• Career advancement opportunities

Why Join Our Team?

We're committed to delivering outstanding service to homeowners while creating a collaborative and supportive work environment for our employees. If you're passionate about helping customers, enjoy solving problems, and want to build a career in the mortgage servicing industry, we'd love to hear from you.

Equal Opportunity Employer

We are an Equal Opportunity Employer committed to fostering an inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other status protected by applicable law.

Disclaimer

The duties and responsibilities described above are intended to describe the general nature of the work performed and are not intended to be an exhaustive list of responsibilities or qualifications. Responsibilities may change based on business needs. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Employment is at will unless otherwise governed by applicable law.