Mortgage Customer Advocate & Resolution Specialist

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

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.