Help customers navigate important moments in their homeownership journey. In this role, you’ll provide high-quality mortgage servicing support and clear guidance on requirements and next steps. You’ll partner with internal teams to progress cases accurately and efficiently. You’ll also contribute to process improvements that strengthen the customer experience. If you enjoy problem solving in a customer-focused, fast-paced environment, this opportunity is for you.
Job summary
As a Mortgage account specialist in a mortgage servicing support team (TBD), you will support customers and approved third parties through mortgage servicing life-event transactions and account resolution activities. You will explain requirements, coordinate and review documentation, and communicate decisions and next steps throughout the process. You will use sound judgment to escalate issues appropriately while maintaining accurate, timely updates in line with policies and regulatory requirements.
Job responsibilities
- Serve as a primary point of contact for customers and approved third parties (e.g., attorneys, trustees, courts, investors) throughout assigned servicing processes
- Respond to customer inquiries and place inbound and outbound calls to progress servicing transactions and delinquency resolution efforts
- Explain available customer pathways, including payment arrangements, retention options, and liquidation options, as applicable
- Clearly communicate documentation requirements, timelines, and next steps to customers and approved third parties
- Review customer-submitted documentation for completeness and accuracy, and identify missing or conflicting information
- Coordinate with internal review partners to progress cases and resolve documentation or processing gaps
- Communicate decisions and outcomes to customers and explain required actions following a decision
- Monitor adherence to required customer actions and follow up to support timely completion of the process
- Maintain accurate case notes and status updates in designated systems
- Identify process gaps and recommend improvements that support operational effectiveness and customer experience
Required qualifications, capabilities and skills
- Knowledge of applicable consumer financial regulations for customer contact and mortgage servicing work (e.g., Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), Truth in Lending Act (TILA))
- Strong verbal and written communication skills, including the ability to explain requirements and decisions clearly
- Demonstrated customer service skills with the ability to build and maintain positive working relationships
- Strong active listening skills and the ability to provide appropriate, policy-aligned resolution guidance
- Strong organizational and time management skills, with the ability to manage multiple cases and deadlines
- Strong attention to detail and the ability to follow policies, procedures, and regulatory requirements
- Ability to learn and apply complex information and escalate issues appropriately
- Ability to work effectively under pressure in a fast-paced, customer-facing environment
- High school diploma or equivalent
Preferred qualifications, capabilities and skills
- 3 years of experience in mortgage servicing or home lending operations (e.g., assumptions, customer service, loss mitigation, underwriting support, foreclosure support, bankruptcy support, loan originations)
- 1 year of experience in a high-volume customer contact center or sales environment
- College degree