Mortgage Servicing Customer Advocate

First American; Jacksonville (FL); On-site; USD 22,000 - 29,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan

PTO & Sick Leave

Stock Purchase Plan

Job summary

First American is seeking a customer-centric representative to handle mortgage servicing inquiries and provide accurate information across multiple systems. You will research accounts, verify details, and implement solutions while maintaining quality interactions.

The role includes handling billing questions and coordinating with collections when needed. The position requires at least 1 year in a call center or customer service setting, with preference for mortgage or financial services

Qualifications

• 1+ year of call center or customer service experience.
• Mortgage servicing or financial services experience preferred.
• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems and screens while assisting customers.
• Strong attention to detail and the ability to maintain accurate account documentation.
• Basic math and problem-solving skills.

Responsibilities

• Resolve customer inquiries by understanding needs and providing timely resolutions.
• Research and analyze mortgage accounts across systems to identify issues and solutions.
• Verify and update customer contact and account information to keep records accurate.
• Implement solutions based on established procedures and resources.
• Escalate complex issues to managers or other teams for resolution.
• Document customer interactions with clear notes on conversations and actions taken.
• Investigate concerns and coordinate with internal teams to ensure timely resolution.
• Assist with billing questions and coordinate with Collections when needed.
• Identify opportunities to introduce relevant products and services to customers.
• Support service and compliance goals by meeting call-handling, quality, and regulatory requirements.

Skills

Customer service

Communication

Detail oriented

Multi-system navigation

Basic math

Education

High School Diploma

Job description

First American is seeking a customer-centric representative to handle mortgage servicing inquiries and provide accurate information across multiple systems. You will research accounts, verify details, and implement solutions while maintaining quality interactions.

The role includes handling billing questions and coordinating with collections when needed. The position requires at least 1 year in a call center or customer service setting, with preference for mortgage or financial services