Customer Service Representative- Mortgage Servicing

Customer Service Representative – Mortgage Servicing

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Company Description

• Sutherland Mortgage Services Inc. is a premier nationwide provider of end‑to‑end mortgage solutions, including originations, underwriting, processing, closing, post‑closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers.
• We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace.

THIS ROLE IS ON‑SITE IN OUR TULSA, OK OFFICE.

Potential WAH After 6 Months – Eligibility determined by performance and management discretion.

Job Description

• Demographic changes (e.g., address, name, email, authorized to speak with)
• Answering collection calls originated by customer ("Inbound") and originating phone calls to borrowers’ residence and place of business on Live Vox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.
• Statement inquiries and requests
• Phone payments and inquiries
• Extensions
• Due date changes
• Bankruptcy/foreclosure
• Account credit history review
• Complaint handling
• Collections
• Account cure and liquidation negotiations (e.g., extension, payment options)
• Payoffs, escrow, document requests, account status, billing inquiries, and web support.
• Respond to customer inquiries regarding their mortgage loans primarily via Servicer’s customer service telephone lines.
• Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and providing the customer with an appropriate response.
• Utilize Servicer-provided scripted materials to provide solutions to customers.
• Follow‑ups with customers with escalated issues or requesting a call back
• Escalate matters to appropriate members of the team as needed.>
• Follow the procedures, related materials, and other instructions for customer password resets as provided by Servicer and to accept calls from mortgage servicing customers and manage these calls through completion.

Qualifications

• At least 1+ years customer service experience.
• Experience in working with people on different levels.
• Strong communication skills, verbal and written.
• Excellent mortgage skills and knowledge.
• Strong time management skills.
• Candidates should be open to flexible scheduling options and the ability to adapt/change as needed.
• Experience with MSP as asset.

During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.

At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional.

If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.

Please note:

YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.