Mortgage Servicing Support Specialist

First American; Fort Mill (SC); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

401k

PTO/paid sick leave

Employee stock purchase plan

Job summary

First American in Fort Mill, SC is hiring a Customer Service Representative to assist mortgage customers, troubleshoot issues, and provide clear information using multiple systems. You will document interactions, verify details, and escalate complex cases as required.

The role requires 1+ year in a call center or customer service setting, and offers a Monday–Friday schedule with one rotating Saturday, plus paid training and benefits.

Qualifications

• At least 1 year of related experience in a call center or customer service environment.
• Mortgage servicing or financial services experience preferred.
• High school diploma required.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems and screens while assisting customers.
• Strong attention to detail and ability to maintain accurate account documentation.
• Basic math and problem-solving skills.

Responsibilities

• Resolve customer inquiries by understanding needs, answering questions, troubleshooting, and delivering timely resolutions.
• Research and analyze mortgage account information across systems to identify issues and solutions.
• Verify and update customer contact and account information for accurate records.
• Implement solutions and take corrective action based on procedures and resources.
• Escalate complex issues to managers or other teams as needed.
• Document customer interactions with clear notes of conversations and actions taken.
• Investigate concerns and coordinate with internal teams to ensure timely resolution.
• Assist with billing questions and coordinate with Collections when needed.
• Identify opportunities to offer relevant products and services to customers.
• Support service and compliance goals with consistent customer experience.

Skills

Customer service

Communication

Attention to detail

Problem solving

Organization

Education

High school diploma or equivalent

Job description

First American in Fort Mill, SC is hiring a Customer Service Representative to assist mortgage customers, troubleshoot issues, and provide clear information using multiple systems. You will document interactions, verify details, and escalate complex cases as required.

The role requires 1+ year in a call center or customer service setting, and offers a Monday–Friday schedule with one rotating Saturday, plus paid training and benefits.