Mortgage Servicing Support Specialist

First American Financial Corp.; Jacksonville (FL); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k)

PTO / paid sick leave

Employee stock purchase plan

Job summary

First American Financial Corp. is seeking a customer service advocate for its mortgage servicing support team in Jacksonville.

You will interact directly with customers to understand needs, troubleshoot issues, and provide timely resolutions, while maintaining accurate account records across multiple systems. Role requires at least 1 year of call center or customer service experience, strong communication skills, and the ability to navigate several computer systems.

Qualifications

• At least 1 year of related experience in a call center or customer service environment.
• High school diploma or equivalent required.
• Strong customer service and communication skills.
• Ability to navigate multiple computer systems and screens while assisting customers.

Responsibilities

• Resolve customer inquiries by understanding needs, answering questions, troubleshooting issues, and providing timely resolutions.
• Research and analyze mortgage account information across multiple systems to identify issues and determine solutions.
• Verify and update customer contact and account information to maintain accurate records.
• Implement solutions based on established procedures and available resources.
• Escalate complex issues to managers or other teams when needed.
• Document customer interactions with clear, concise notes for accurate records.
• Investigate customer concerns and coordinate with internal teams to resolve issues timely.
• Assist with billing questions and coordinate with Collections when needed.
• Identify opportunities to introduce relevant products and services offered by clients.

Skills

Customer service

Call center experience

Communication skills

Multitasking

Data entry

Education

High school diploma

Tools

CRM systems

Job description

First American Financial Corp. is seeking a customer service advocate for its mortgage servicing support team in Jacksonville.

You will interact directly with customers to understand needs, troubleshoot issues, and provide timely resolutions, while maintaining accurate account records across multiple systems. Role requires at least 1 year of call center or customer service experience, strong communication skills, and the ability to navigate several computer systems.