Mortgage Servicing Customer Care Specialist

University Bank; Michigan; On-site; USD 36,000 - 48,000; Full time

Job summary

University Bank is seeking a Customer Service Associate to handle inbound and outbound calls for mortgage loan servicing. You will assist borrowers with inquiries about balances, escrow, payment history, and payment processing, while explaining consumer rights and coverage.

Responsibilities include maintaining call ownership, updating records, and meeting performance targets. Experience in mortgage servicing and strong communication are valued as you support customers and navigate the Black

Qualifications

• High school diploma or equivalent.
• Previous experience in mortgage loan servicing desired.
• Minimum of 1-year previous customer service experience.

Responsibilities

• Manage large volumes of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups.
• Keep records of conversations in the call center database.
• Meet team qualitative and quantitative targets.
• Process ACH payments following the ACH process.
• Use Black Knight platform to review borrower accounts (payment history, payoff statements, PMI status, escrow).
• Make outgoing Welcome calls to new MLS customers and answer initial questions about loan servicing.
• Verify mailing address, social security numbers, and phone numbers.
• Assist customers with website registration and explain payment options.

Skills

Customer service

Phone calls

Written communication

Organization

Time management

Education

High school diploma

Tools

MS Word

MSP platform

MS Excel

Job description

University Bank is seeking a Customer Service Associate to handle inbound and outbound calls for mortgage loan servicing. You will assist borrowers with inquiries about balances, escrow, payment history, and payment processing, while explaining consumer rights and coverage.

Responsibilities include maintaining call ownership, updating records, and meeting performance targets. Experience in mortgage servicing and strong communication are valued as you support customers and navigate the Black