Customer Service Specialist Tier II + III

CrossCountry Mortgage, LLC; Fort Mill (SC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Disability Insurance

Employee Assistance Program

Wellness program

Job summary

CrossCountry Mortgage, LLC in Fort Mill, SC is seeking a Customer Service Specialist Tier II/III to be the first point of contact for mortgage accounts, payments, and general inquiries. You will ensure a positive customer experience while upholding servicing regulations and company policies.

The role requires strong communication, time management, and analytical skills, with the ability to handle high call volumes and maintain accurate records in the loan servicing system.

Qualifications

• Excellent communication and customer service skills.
• Strong prioritization and time management abilities.
• Ability to calculate payments and analyze accounts.
• Proficient in Microsoft Office applications.
• Capacity to handle high call volumes with accuracy.
• Demonstrated patience, empathy, and professionalism.
• High School Diploma or GED required.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers by troubleshooting and navigating the company site; address payment-related questions.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues and escalate complex cases as needed.
• Monitor and manage early-stage accounts using designated collection techniques.
• Maintain detailed and accurate records in the loan servicing system.
• Ensure all communications comply with regulatory and company standards.
• Stay current on products, services, and updates to assist customers.
• Provide compassionate, solutions-focused support in imminent default situations.

Skills

Excellent communication

Customer service

Time management

Analytical skills

Payment calculations

Microsoft Office

High call volumes

Empathy & patience

Education

High School Diploma or GED

Tools

LMS

Job description

Customer Service Specialist Tier II + III# Careers## Customer Service Specialist Tier II + IIIApply: On-site: JP10028 - Fort Mill, SC: Full time: Posted Yesterday: JR03849CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.**A culture where you can grow!** CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.**Position Overview:** As a **Customer Service Specialist,** you’ll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies. You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service. **The Customer Service Specialist will support RoundPoint Mortgage Servicing LLC. Expected Start Date is Monday, January 4th, 2027**. **Job Responsibilities:*** Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information* Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests* Provide accurate and timely information on mortgage products, statements, and processes* Research and resolve customer issues and escalate complex cases when necessary* Monitor and manage early stage, Pre30 accounts using designated collection techniques* Maintain detailed and accurate customer records in loan servicing system* Ensure all communication meets regulatory and company compliance standards* Stay current on company products, services, and updates to effectively assist customers* Provide compassionate, solutions-focused support to customers in imminent default situations **Qualifications and Skills:*** Excellent communication and customer service skills.* Excellent prioritization and time management skills.* Display strong analytical skills and ability to calculate payments* Proficient with Microsoft Office applications.* Ability to handle high call volumes while maintaining quality and accuracy* Demonstrated patience, empathy, and professionalism in handling customer concerns* High School Diploma or GED required (college degree is a plus)* 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment* Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferred* Proficiency in loan servicing system: LMS, preferredThis job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.CrossCountry Mortgage, LLC offers **MORE** than a job, we offer a career. Apply now to begin your path to success! careersatccm.comCrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com