Mortgage Customer Advocate – Loss Mitigation & Service

CrossCountry Mortgage, LLC; Fort Mill (SC); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, vision

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Customer Service Specialist to serve as frontline advocate for customers, delivering proactive support and strategic solutions for those in delinquency, loss mitigation, or insurance claims navigation.

You will report to the Customer Service Supervisor, build relationships across lines of business, and manage the resolution process with empathy, accuracy, and a strong commitment to compliance and customer satisfaction.

Qualifications

• High School Diploma or GED required; college degree a plus.

Responsibilities

• Diagnose and resolve customer delinquency issues with root-cause analysis.
• Lead with empathy in conversations to understand financial situations and guide to resolution.
• Identify loss mitigation needs and guide customers through the process.
• Manage all aspects of the resolution, including documentation, payments, and milestones.
• Deliver exceptional customer experiences with professionalism and outcomes.
• Collaborate cross-functionally to maintain service excellence and accountability.
• Maintain precise account records and comply with regulations and internal guidelines.

Skills

Tech-savvy

Communication skills

Analytical abilities

Discretion with confidential data

Customer service mindset

Team oriented

Urgency-driven

Experience in collections

Mortgage servicing knowledge

MSP platforms experience

Education

High School Diploma or GED

College degree a plus

Tools

MSP platforms

Job description

CrossCountry Mortgage, LLC is seeking a Customer Service Specialist to serve as frontline advocate for customers, delivering proactive support and strategic solutions for those in delinquency, loss mitigation, or insurance claims navigation.

You will report to the Customer Service Supervisor, build relationships across lines of business, and manage the resolution process with empathy, accuracy, and a strong commitment to compliance and customer satisfaction.