Mortgage Servicing Call Center Rep

Mortgage Forward; Chicago (IL); On-site; USD 35,000 - 45,000; Full time

Job summary

Mortgage Forward is seeking a dedicated Mortgage Servicing Call Center Representative in Chicago, IL to handle phone and email inquiries from borrowers with a focus on service quality and problem resolution.

Ideal candidates have 1+ year of related experience, a high school diploma or GED, and strong attention to detail, with excellent communication skills to support members and protect sensitive information.

Qualifications

• Experience in customer service or call center roles preferred.
• Strong attention to detail and accuracy in handling inquiries.
• Excellent verbal and written communication skills.

Responsibilities

• Answer incoming calls and emails from members and borrowers and address questions including payments and general inquiries.
• Identify borrowers securely and protect against fraud.
• Assist borrowers navigating the servicing website and provide problem resolution guidance.
• Route calls/emails to appropriate departments as needed.
• Meet or exceed SLA targets for response time and quality.
• Maintain compliance with applicable laws, regulations, and internal policies.

Skills

Customer service

Attention to detail

Communication skills

Education

High School Diploma or GED

Job description

Mortgage Forward is Hiring GREAT people for our GREAT team!

Do you enjoy customer interaction and relationship building?

WE WANT YOU ON OUR TEAM!

The Mortgage Servicing Call Center Representative is responsible for all phone and email communication with members/borrowers for loans that Mortgage Forward is servicing.

As a Mortgage Servicing Call Center Representative your duties will be:

Responsible for delivering a high level of member service to internal and external:

• Promises to listen, be responsive to members’ needs, simplify their financial life, and make it easy to do business with us.
• Promises to build valued relationships by discovering members’ needs, and recommending relevant products and services.
• Promises to be knowledgeable and respectful – one transaction, one interaction, and one member at a time.
• Answer incoming calls and emails from members and process their questions and inquiries including but not limited to payments and general inquiries.
• Utilize appropriate security measures to identify borrowers and protect against fraud.
• Assist borrowers in navigating servicing website.
• Investigate and resolve borrower concerns, providing appropriate advice and counseling to borrower inquiries and problems.
• Help to route calls and/or emails to other departments as needed.
• Effectively diffuse upset borrowers and situations with patience and tact.
• Meet or exceed company SLAs for response time and quality.
• Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all of Mortgage Forward’s policies, procedures and internal controls.
• All other duties as assigned

Requirements needed to be part of this team:

• A high school education or GED
• Minimum one year of similar or related experience
• Demonstrated excellent attention to detail, customer service and communication skills

We’re the total package!

Mortgage Forward is proud to be an Equal Opportunity Employer,

Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation