Customer Service Specialist/Early Stage Collections

Role overview Support mortgage borrowers through written and verbal service, account research, loan-file maintenance, and early-stage delinquency outreach. The work combines answering questions and resolving concerns with contacting homeowners to understand payment issues and arrange steps toward bringing accounts current.

Responsibilities - Respond to borrower questions and complaints, send required correspondence, and maintain accurate loan files. - Document customer conversations and complaints so issues can be resolved and account records remain complete. - Coordinate with other departments on payments and borrower-file matters. - Prepare payoff figures, mortgage verifications, and other requested documents; accept loan payments by phone. - Research account information and use manual and automated outbound calls to reach homeowners with delinquent payments, understand their circumstances, and arrange payments. - Increase outreach frequency as delinquency progresses and assist with related duties as needed.

Requirements - Prior mortgage experience. - Working knowledge of mortgage servicing, document custody, and manufactured housing. - Familiarity with mortgage servicing regulations, including TILA, RESPA, NACHA, and FCRA. - Microsoft Word and Excel experience. - Clear communication, active listening, organization, interpersonal skills, and time management. - Ability to work collaboratively with borrowers, colleagues, and other departments.

Nice to have - Experience with Fiserv LoanServ mortgage servicing software. - Spanish-language skills.

Benefits and work setup - Medical, dental, vision, and life insurance; 401(k) match; paid time off, sick time, and 10 paid holidays. - Remote work opportunities are available.