Do You Have What it Takes?

Position Summary: 

The Loan Servicing Representative is responsible for providing high-quality customer service to borrowers and lenders. This position performs a variety of loan servicing and processing functions in accordance with established policies, procedures, and objectives. Responsibilities include handling inbound and outbound mortgage-related inquiries, assisting with online account access, verifying account balances, providing loan documentation, and supporting general loan servicing needs. 

Primary Responsibilities: 

• Respond to customer, third-party, and internal employee inquiries via telephone, email, or mail. Topics include payment questions, loan balances, document requests, account history, and issue resolution. 

• Perform general loan servicing tasks such as issuing customer statements, sending payment booklets, conducting account maintenance, and verifying customer information. 

• Identify and promote opportunities to offer beneficial services and support marketing campaigns by informing customers about available features or benefits. 

• Investigate and resolve issues by identifying the root cause, researching possible solutions, and escalating unresolved matters to management when necessary. 

• Analyze loan histories and determine necessary adjustments with attention to accuracy and compliance. 

Position Requirements: 

• Analytical and problem-solving skills 

• Excellent written and verbal communication 

• High attention to detail and strong organizational abilities 

• Ability to manage time effectively, and prioritize independently 

• Familiarity with mortgage loan documentation 

• Proficient in Microsoft Office (Word, Outlook, Excel) 

• Commitment to providing outstanding customer service 

• Ability to work independently and collaboratively in a team environment 

Education and Experience: 

• 2+ years of experience in customer service, mortgage servicing, or the financial industry 

• Bilingual (English/Spanish) preferred 

• Intermediate typing and data entry proficiency 

• Knowledge of RESPA and FDCPA guidelines