Mortgage Servicing Customer Care Specialist

Flat Branch Home Loans; Columbia Township (MO); On-site; USD 36,000 - 48,000; Full time

Job summary

Flat Branch Home Loans in Missouri is seeking a Customer Service Specialist to handle inbound and outbound calls, assist with mortgage account inquiries, and support the Servicing Department with payments processing.

The role emphasizes delivering excellent service, researching inquiries, coordinating with other departments, and maintaining accurate records, including escrow analyses and year-end statements, while upholding professional communication.

Qualifications

• 1-2 years of customer service experience.
• 1-2 years mortgage customer service experience preferred.
• Prolonged periods sitting at a desk and working on a computer.

Responsibilities

• Ensures delivery of excellent customer service through fast and accurate communication and coordinating with other departments as needed to resolve inquiries.
• Builds and maintains business relationships with mortgage customers by providing prompt and accurate service to promote customer loyalty.
• First point of contact, responsible for answering and resolving inbound calls from mortgage customers, Loan officers and/or other departments.
• Perform outbound collection calls and/or create correspondence regarding agency specific loans: FNMA/FHLMC/FHA/VA/USDA.
• Researching and resolving routine to moderately complex problems and inquiries.
• May generate reports and/or complex project work as needed.
• Processing routine to complex customer transactions and account maintenance.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
• Written Communication - Writes clearly and informatively, Edits work for spelling and grammar.
• Responds to customer correspondence, types of letters, prepares forms, and other documents.
• Assists with annual escrow analysis and year end statements.
• Coordinates and processes payoff requests for various title companies or customers.
• Any other duties as assigned.

Skills

Customer service

Mortgage knowledge

English language

Communication skills

Job description

Flat Branch Home Loans in Missouri is seeking a Customer Service Specialist to handle inbound and outbound calls, assist with mortgage account inquiries, and support the Servicing Department with payments processing.

The role emphasizes delivering excellent service, researching inquiries, coordinating with other departments, and maintaining accurate records, including escrow analyses and year-end statements, while upholding professional communication.