Mortgage Servicing Support Specialist

First American; Oregon; Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

PTO / paid sick leave

Employee stock purchase plan

Job summary

First American in Oregon is seeking a Customer Service Associate to support borrowers with mortgage-related inquiries. You will navigate multiple systems, verify information, and provide clear and timely resolutions while upholding regulatory guidelines.

Responsibilities include researching accounts, documenting interactions, and escalating complex issues when needed. The role emphasizes accuracy, strong communication, and a customer-first approach within a collaborative team.

Qualifications

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

Responsibilities

• Resolve Customer Inquiries: Speak directly with customers to understand their needs, answer questions, troubleshoot account concerns, and provide timely resolutions.
• Research & Analyze Accounts: Review mortgage account information across multiple systems to investigate questions, identify issues, and determine appropriate solutions.
• Verify Account Information: Confirm and update customer contact and account information to help maintain accurate records.
• Implement Solutions: Evaluate customer concerns and take appropriate corrective action based on established procedures and available resources.
• Escalate Complex Issues: Recognize when additional support is needed and partner with managers, support representatives, or other teams to resolve more complex requests.
• Document Customer Interactions: Maintain accurate account records by entering clear, concise, and thorough notes regarding customer conversations and actions taken.
• Investigate & Follow Through: Research a variety of customer concerns and coordinate with internal teams to help ensure issues are resolved accurately and timely.
• Assist With Billing Questions: Help customers understand billing-related matters and coordinate with Collections or other appropriate departments when additional assistance is required.
• Identify Additional Solutions: Introduce customers to relevant products and services offered by our clients when appropriate.
• Support Service & Compliance Goals: Meet established call-handling, quality, productivity, and regulatory requirements while providing a consistent customer experience.

Skills

Customer service

Communication skills

Multi-system navigation

Attention to detail

Basic math

Problem solving

Research skills

Team collaboration

Education

High school diploma

Tools

CRM software

Ticketing systems

Billing software

Job description

First American in Oregon is seeking a Customer Service Associate to support borrowers with mortgage-related inquiries. You will navigate multiple systems, verify information, and provide clear and timely resolutions while upholding regulatory guidelines.

Responsibilities include researching accounts, documenting interactions, and escalating complex issues when needed. The role emphasizes accuracy, strong communication, and a customer-first approach within a collaborative team.