Mortgage Servicing Support Specialist

CrossCountry Mortgage, LLC; Coppell, Northern (TX, KY); Hybrid; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Customer Service Specialist to be the first point of contact for mortgage accounts, payments, and general inquiries. You will provide accurate information and help customers navigate payments, payoff requests, and document needs from our Coppell, TX site.

Ideal candidates have 2+ years in customer service, familiarity with mortgage servicing, and strong communication skills.

Qualifications

• Excellent communication and customer service skills.
• Excellent prioritization and time management skills.
• Display strong analytical skills and ability to calculate payments
• Proficient with Microsoft Office applications.
• Ability to handle high call volumes while maintaining quality and accuracy
• Demonstrated patience, empathy, and professionalism in handling customer concerns
• High School Diploma or GED required (college degree is a plus)
• 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
• Knowledge of GSE servicing guidelines, preferred
• Proficiency in loan servicing system: LMS, preferred

Responsibilities

• Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
• Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
• Provide accurate and timely information on mortgage products, statements, and processes
• Research and resolve customer issues and escalate complex cases when necessary
• Monitor and manage early stage, Pre30 accounts using designated collection techniques
• Maintain detailed and accurate customer records in loan servicing system
• Ensure all communication meets regulatory and company compliance standards
• Stay current on company products, services, and updates to effectively assist customers
• Provide compassionate, solutions-focused support to customers in imminent default situations

Skills

Customer service

Communication

Time management

Analytical skills

Microsoft Office

Call center

Education

High School Diploma or GED

Tools

LMS

Job description

CrossCountry Mortgage, LLC is seeking a Customer Service Specialist to be the first point of contact for mortgage accounts, payments, and general inquiries. You will provide accurate information and help customers navigate payments, payoff requests, and document needs from our Coppell, TX site.

Ideal candidates have 2+ years in customer service, familiarity with mortgage servicing, and strong communication skills.