Make a meaningful impact by helping customers navigate important home lending account needs. You’ll be part of a supportive, high-energy team focused on service excellence and continuous improvement. Every interaction is an opportunity to solve problems, build trust, and strengthen customer relationships. If you enjoy fast-paced work and take pride in doing the right thing, this role is for you.
As a customer service account specialist II in Home Lending Customer Service, you will support customers by answering inbound calls and resolving mortgage servicing inquiries with empathy, accuracy, and end-to-end ownership. You will use multiple systems to research, explain options, and complete requests while meeting service and quality expectations. You will contribute to a culture of respect, teamwork, and continuous development.
Job responsibilities
- Answer inbound customer calls in a high-volume call center environment
- Resolve routine mortgage servicing inquiries, such as balance questions, payment processing, document requests, and account maintenance
- Use multiple systems and screens to research accounts and document actions accurately
- Communicate clearly and professionally while meeting quality and productivity expectations
- Take ownership of each interaction by confirming needs, explaining next steps, and following required procedures
- Work effectively both independently and in collaboration with teammates and leaders
- Follow all applicable regulatory, risk, and departmental policies and procedures
Required qualifications, capabilities and skills
- Minimum years of customer support experience (phone and/or in-person)
- Ability to communicate clearly and professionally with customers over the phone
- Ability to use multiple computer applications in a Windows-based environment
- High school diploma or GED
Preferred qualifications, capabilities and skills
- Ability to multitask using a computer while providing real-time customer support
- Comfort working in a fast-paced, frequently changing environment
- Experience in hospitality, restaurant, or retail environments
- Interest in solving problems by presenting and explaining solutions in a customer-friendly way
Work schedule
Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. Specific schedule information will be provided by the recruiter. This position requires attendance at scheduled trainings, and training hours may not coincide with regularly scheduled hours.
Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the Applying for Internal Positions Firmwide Standard. You are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action, following the firm’s HR Policies and Guidelines.
Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or LOB specific guidelines.
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In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.