Senior Mortgage Escalations Specialist

CCM CrossCountry Mortgage, LLC

Cleveland (OH)

Sur place

USD 42 000 - 60 000

Plein temps

Il y a 5 jours

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Avantages offerts par ce poste

Medical, dental, vision

401K

Short-term disability

Employee assistance program

Wellness program

Résumé du poste

CrossCountry Mortgage, LLC seeks an Escalations Resolution Specialist to support RoundPoint Mortgage Servicing LLC. The role focuses on addressing escalated customer needs identified by Call Center staff, resolving issues promptly, and documenting root causes for broader improvements.

You will collaborate across lines of business, ensure compliance, and navigate servicing systems to drive solutions and enhancements.

Qualifications

1+ years of mortgage experience required.
MSP/Five9 software experience required.
Excellent communication and customer service skills.
Excellent prioritization and time management skills.
Proficient with Microsoft Office applications.

Responsabilités

Monitor the Escalation Support Chat for incoming escalations from Call Center agents
Handle all escalated calls as a trusted guide.
Document all escalated calls and track opportunities for improvement
Serve as a liaison between Call Center leadership and other lines of business to provide resolution
Adhere to RoundPoint’s commitment to compliance
Efficiently navigate through multiple servicing related systems and platforms
Other duties not described above may be assigned as needed