Mortgage Servicing Customer Care Specialist

First American; United States; Remote; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid time off

Employee stock purchase plan

Job summary

First American is seeking a Customer Service Associate in the mortgage servicing domain to research questions, troubleshoot account issues, and provide clear, accurate information to customers. You will use multiple systems to analyze accounts, document interactions, and deliver timely resolutions.

Ideal candidates have at least 1 year of related experience in a call center or customer service setting, strong communication skills, attention to detail, and the ability to navigate several computer

Qualifications

• At least 1 year of related experience in a call center or customer service environment.
• Mortgage servicing, financial services, or similar industry 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.
• Ability to research information and determine appropriate next steps.

Responsibilities

• Resolve Customer Inquiries: Speak directly with customers to understand needs, answer questions, troubleshoot account concerns, and provide timely resolutions.
• Research & Analyze Accounts: Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions.
• Verify Account Information: Confirm and update customer contact and account information to maintain accurate records.
• Implement Solutions: Evaluate customer concerns and take corrective action based on procedures and resources.
• Escalate Complex Issues: Recognize when additional support is needed and partner with others to resolve.
• Document Customer Interactions: Maintain accurate account records with clear notes of conversations and actions taken.
• Investigate & Follow Through: Research concerns and coordinate with internal teams to ensure issues are resolved.
• Assist With Billing Questions: Help customers understand billing matters and coordinate with Collections or other departments when needed.
• Identify Additional Solutions: Introduce customers to relevant products and services offered by our clients.

Skills

Customer service

Communication

Attention to detail

Problem solving

Researching

Multisystem navigation

Basic math

Education

High school diploma or equivalent

Job description

First American is seeking a Customer Service Associate in the mortgage servicing domain to research questions, troubleshoot account issues, and provide clear, accurate information to customers. You will use multiple systems to analyze accounts, document interactions, and deliver timely resolutions.

Ideal candidates have at least 1 year of related experience in a call center or customer service setting, strong communication skills, attention to detail, and the ability to navigate several computer