Mortgage Servicing & Customer Support Specialist

CCM CrossCountry Mortgage, LLC

Cleveland (OH)

On-site

USD 36,000 - 62,000

Full time

3 days ago

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Benefits offered by this job

Medical

Dental

Vision

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC looks for a Customer Service Specialist who will be the first point of contact for mortgage accounts, payments, and general inquiries. You will help customers navigate loan information, resolve issues, and maintain accurate records in our servicing system.

This role requires strong communication, the ability to handle high call volumes, and attention to regulatory compliance. A high school diploma and 2+ years in customer service are preferred; MS Office and LMS

Qualifications

Excellent communication and customer service skills.
Excellent prioritization and time management skills.
Display strong analytical skills and ability to calculate payments.
Proficiency in loan servicing system and MS Office applications.

Responsibilities

Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
Assist customers through troubleshooting and questions about their account and payments.
Provide accurate information on mortgage products, statements, and processes.
Research and resolve customer issues and escalate complex cases when necessary.
Monitor and manage early-stage accounts using established collection techniques.
Maintain detailed customer records in the loan servicing system.
Ensure all communications meet regulatory and company standards.
Stay current on company products and updates to assist customers.