Customer Advocate II

Select Portfolio Servicing, Inc.; Salt Lake City (UT); On-site; USD 36,000 - 48,000; Full time

Job summary

Select Portfolio Servicing, Inc. is seeking a detail‑oriented Customer Service Specialist to research and resolve mortgage account concerns for customers and authorized third parties.

You will communicate results by written correspondence or telephone and ensure accuracy and timely completion. Responsibilities include adhering to RESPA, FCRA, and GLBA, maintaining professional written communication, and completing research to resolve issues within the 30‑day turnaround target.

Qualifications

• H.S. diploma or GED required; associate degree or related experience preferred.
• Strong written and verbal communication skills are essential.
• Excellent organizational and time-management abilities are required.
• Ability to handle high-volume, stressful situations with composure.
• Self-starter attitude with good decision-making skills.
• Established customer service skills are necessary.
• Knowledge of mortgage laws and regulations is required.
• Strong interpersonal skills and ability to multi-task in a deadline-driven environment.

Responsibilities

• Provide superior customer service and communicate effectively with customers, third parties, coworkers and management.
• Adhere to RESPA, FCRA, and GLBA guidelines and meet dispute resolution standards.
• Ensure written communications are professional and accurate.
• Complete research thoroughly and resolve issues on first contact when possible.
• Demonstrate mortgage industry knowledge and company policies in daily work.
• Maintain professional conduct and protect company integrity at all times.
• Identify issues and ensure responses address all concerns clearly and accurately.
• Plan and organize workload to meet a 30-day turnaround target.
• React well under pressure and seek information as needed.
• Conduct full research before requesting corrections to accounts and facilitate any necessary corrections.

Skills

Written communication

Verbal communication

Organizational skills

Time management

Customer service

Stress management

Multitasking

Mortgage knowledge

Education

H.S. Diploma or GED

Associate Degree or equivalent business experience preferred

Job description

Summary

Research and resolve customer and/or authorized third party concerns including but not limited to foreclosure, escrow, payment application, credit bureau reporting, and payment changes. Communicate results of research in a timely manner either via written correspondence and/or by telephone.

Duties

1. Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as, co-workers and management team.
2. Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution.
3. Ensure written communication is professional, grammatically correct, and effective.
4. Ensure that all research is complete and issue is resolved the first time.
5. Display the appropriate understanding of the Mortgage Industry and Company policies and procedures.
6. Ability to conduct your self within a professional manner and maintain the integrity of the Company at all times.
7. Ability to identify issues and ensure that the response appropriately answers all of the issues in an accurate and professional manner.
8. Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.
9. React well under pressure and show initiative to take action; look for and share new information as discovered; ask for help when needed.
10. Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.

Specifications

1. H. S. Diploma or GED minimum required. Associate Degree or equivalent business experience preferred.
2. Strong Written and Verbal communication skills.
3. Strong organizational and time management skills.
4. Proven ability to handle stressful situations and effectively manage a high volume.
5. Self-starter with proven decision-making skills.
6. Established Customer Service Skills.
7. Knowledge of mortgage laws and regulations required.
8. Strong interpersonal skills.
9. Ability to handle multiple tasks in a deadline driven environment.

Principal Outcomes/Accountabilities of Job & Direct Reports

Achieve departmental turnaround time of 30 calendar days. Completes minimum of 3.5 items completed per day. Demonstrates professional written and verbal communication skills on a daily basis and strives to meet the highest standards of quality. Demonstrates the ability to effectively resolve escalated issues in a timely manner.

Physical Demands

Office environment