Senior Mortgage Customer Service Specialist - Tier II/III

CrossCountry Mortgage, LLC; Fort Mill (SC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401K

Disability Insurance

Employee Assistance Program

Wellness program

Job summary

CrossCountry Mortgage, LLC in Fort Mill, SC is seeking a Customer Service Specialist Tier II/III to be the first point of contact for mortgage accounts, payments, and general inquiries. You will ensure a positive customer experience while upholding servicing regulations and company policies.

The role requires strong communication, time management, and analytical skills, with the ability to handle high call volumes and maintain accurate records in the loan servicing system.

Qualifications

• Excellent communication and customer service skills.
• Strong prioritization and time management abilities.
• Ability to calculate payments and analyze accounts.
• Proficient in Microsoft Office applications.
• Capacity to handle high call volumes with accuracy.
• Demonstrated patience, empathy, and professionalism.
• High School Diploma or GED required.

Responsibilities

• Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information.
• Assist customers by troubleshooting and navigating the company site; address payment-related questions.
• Provide accurate information on mortgage products, statements, and processes.
• Research and resolve customer issues and escalate complex cases as needed.
• Monitor and manage early-stage accounts using designated collection techniques.
• Maintain detailed and accurate records in the loan servicing system.
• Ensure all communications comply with regulatory and company standards.
• Stay current on products, services, and updates to assist customers.
• Provide compassionate, solutions-focused support in imminent default situations.

Skills

Excellent communication

Customer service

Time management

Analytical skills

Payment calculations

Microsoft Office

High call volumes

Empathy & patience

Education

High School Diploma or GED

Tools

LMS

Job description

CrossCountry Mortgage, LLC in Fort Mill, SC is seeking a Customer Service Specialist Tier II/III to be the first point of contact for mortgage accounts, payments, and general inquiries. You will ensure a positive customer experience while upholding servicing regulations and company policies.

The role requires strong communication, time management, and analytical skills, with the ability to handle high call volumes and maintain accurate records in the loan servicing system.