Mortgage Servicing Professional

Mortgage Servicing Professional

As a Mortgage Servicing Professional, you will play a key role in managing all aspects of mortgage servicing inquiries, ensuring each interaction is handled with efficiency, professionalism, and a friendly, customer-centric approach. You will be responsible for providing excellent service through strong listening, problem resolution, and communication skills, both verbally and in writing.

 

Location: Tempe, AZ

 

Job Type -Hybrid; 3 days in office, 2 days remote

 

Shift: Mon-Fri: 9:15am – 6:00pm with 1 rotating Sat: 6:30am to 12:00pm every 3-4 weeks.

Responsibilities:
•    Handle a variety of mortgage servicing inquiries (e.g., payments, escrow analysis, insurance, and taxes) in a blended inbound and outbound call environment.
•    Train on and manage escalation lines, addressing Level 2 complaints with professionalism and care.
•    Resolve complex servicing issues and complaints, conducting in-depth research and providing clear written explanations to ensure customer satisfaction.
•    Thrive in a fast-paced, structured environment, maintaining a high level of quality and productivity while meeting key performance metrics.
•    Promote products and services with a focus on enhancing customer satisfaction and long-term retention.
•    Collaborate with internal teams to offer solutions that meet customer needs and expectations.
•    Participate in client culture visits to foster strong relationships.
•    Mentor new hires, helping them navigate their responsibilities and company processes.
•    Contribute to continuous process improvements in daily operations.
•    Complete other duties and special projects as assigned by your supervisor/manager.
•    Assess risks carefully when making business decisions, particularly around compliance and operational concerns, ensuring adherence to policies, legal regulations, and ethical standards. Promote a culture of accountability across teams to maintain the company’s reputation.

Interfaces:
•    External: Mortgagors, Insurance Agents, Title Insurance Reps, Tax Collectors, Investors
•    Internal: Tax, Insurance, Cash Management, Collections, Special Products, and Payoff Departments

Qualifications:
•    At least 4 years of experience in the industry or a call center environment.
•    Knowledge of loan servicing.
•    Consistent performance in meeting metrics for at least 24 months.
•    Successful completion of leadership and escalation line training programs.
•    Strong interpersonal and communication skills (both written and verbal).
•    Availability to work nights, weekends, and variable shifts as needed.
•    Candidates will be evaluated based on relevant skills and experience.