Mortgage Servicing Specialist

bellbank; Kentucky; On-site; USD 38,000 - 52,000; Full time

Job summary

Bell Bank seeks a mortgage servicing specialist in Kentucky to be the primary contact for mortgage loan customers and staff. You will resolve a wide range of servicing issues, ensuring compliance with guidelines and delivering accurate information across channels.

This role emphasizes high-quality service, CFPB timing adherence, and collaboration with cross-functional teams to manage payments, escrow, insurance, taxes, and payoff requests.

Qualifications

• Knowledge of personal computers and MS Office
• Excellent customer service skills
• Excellent verbal and written communication skills
• Ability to handle conflict and work under pressure
• Ability to listen, evaluate and exercise independent judgment

Responsibilities

• Serve as the primary point of contact for mortgage loan customers.
• Resolve a variety of simple to complex mortgage servicing problems (payments, escrow, insurance, taxes, PMI/MIP).
• Research with resources from other servicing teams or Bell Bank units.
• Assist in updating procedures and Q&As to ensure accuracy.
• Meet CFPB timing requirements for responses to notices and complaints.
• Process phone payments from customers.
• Maintain up-to-date knowledge of Bell Bank and governmental guidelines.
• Process customer payoff requests.
• Guide customers through insurance claim processes and update policies.
• Update insurance documentation and retain required records.
• Enter customer correspondence into the servicing system for tracking.
• Follow policies to meet team quality standards.
• Maintain security and confidentiality of customer information.

Skills

Customer service

Verbal communication

Written communication

Conflict resolution

Active listening

Independent judgment

Education

High School Diploma

GED

Job description

Bell Bank seeks a mortgage servicing specialist in Kentucky to be the primary contact for mortgage loan customers and staff. You will resolve a wide range of servicing issues, ensuring compliance with guidelines and delivering accurate information across channels.

This role emphasizes high-quality service, CFPB timing adherence, and collaboration with cross-functional teams to manage payments, escrow, insurance, taxes, and payoff requests.