Remote Mortgage Servicing Specialist

Towne Mortgage Company; United States; On-site; USD 40,000 - 55,000; Full time

Job summary

Towne Mortgage Company is seeking a full-time Customer Service Representative to handle remote inquiries about mortgage and escrow accounts, resolve issues promptly, and promote customer service standards across all interactions. This role emphasizes accuracy, empathy, and compliance, enabling you to contribute to a positive experience for clients.

You will research and document account information using mortgage and accounting systems, guide customers through complex processes, and de-escalate

Qualifications

• Three years of broad mortgage servicing experience, escrow experience required.
• One year in a high-volume call center environment.
• Knowledge of the end-to-end mortgage process.
• Proficiency with mortgage industry tools and financial services technology.
• Understanding of best-in-class customer service practices.

Responsibilities

• Respond to a wide range of customer inquiries in accordance with quality, compliance, and service standards
• Utilize mortgage and accounting systems to research, review, and document customer account information accurately
• De-escalate dissatisfied customers and implement service recovery strategies while delivering excellent service

Skills

Mortgage servicing experience

Escrow experience

Call center experience

End-to-end mortgage process knowledge

Customer service excellence

Job description

Towne Mortgage Company is seeking a full-time Customer Service Representative to handle remote inquiries about mortgage and escrow accounts, resolve issues promptly, and promote customer service standards across all interactions. This role emphasizes accuracy, empathy, and compliance, enabling you to contribute to a positive experience for clients.

You will research and document account information using mortgage and accounting systems, guide customers through complex processes, and de-escalate