Mortgage Servicing Escalations Research Specialist

Bell Mortgage; Owensboro (KY); On-site; USD 38,000 - 52,000; Full time

Job summary

Bell Bank Mortgage in Owensboro, KY is seeking a Mortgage Servicing Customer Service Research Representative to support mortgage officers and internal staff. The role focuses on researching escalated issues to provide resolutions and handling communications across digital channels.

The position is in-office with standard business hours. Qualified candidates typically have a HS Diploma or GED and 2-4 years of mortgage servicing or customer service experience.

Qualifications

• HS Diploma or GED required.
• 2-4 years of experience in mortgage servicing or customer service.
• Experience with core mortgage servicing systems is preferred.

Responsibilities

• Handle customer escalations from mortgage officers and internal staff and document notices of errors or complaints.
• Perform research to resolve customer or staff issues.
• Process escrow waiver, recast, PMI removal requests and coordinate with escrow/special loans on system changes.
• Process payoff requests and respond in writing to customer correspondence.
• Handle emails and secured mail through digital channels and participate in team meetings.
• Support department projects and other duties as directed by the Manager.

Skills

Verbal and written communication

Organizational, research, analytical

Independent work, critical thinking

Education

HS Diploma or GED

Job description

Bell Bank Mortgage in Owensboro, KY is seeking a Mortgage Servicing Customer Service Research Representative to support mortgage officers and internal staff. The role focuses on researching escalated issues to provide resolutions and handling communications across digital channels.

The position is in-office with standard business hours. Qualified candidates typically have a HS Diploma or GED and 2-4 years of mortgage servicing or customer service experience.