Customer Service Specialist

Customer Service SpecialistCrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You'll get unwavering support from all departments and total transparency from the top down.CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.Position Overview: As a Customer Service Specialist, you'll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies.You'll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service. Job Responsibilities:Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account informationAssist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requestsProvide accurate and timely information on mortgage products, statements, and processesResearch and resolve customer issues and escalate complex cases when necessaryMonitor and manage early stage, Pre30 accounts using designated collection techniquesMaintain detailed and accurate customer records in loan servicing systemEnsure all communication meets regulatory and company compliance standardsStay current on company products, services, and updates to effectively assist customersProvide compassionate, solutions-focused support to customers in imminent default situationsQualifications and Skills:Excellent communication and customer service skills.Excellent prioritization and time management skills.Display strong analytical skills and ability to calculate paymentsProficient with Microsoft Office applications.Ability to handle high call volumes while maintaining quality and accuracyDemonstrated patience, empathy, and professionalism in handling customer concernsHigh School Diploma or GED required (college degree is a plus)2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environmentKnowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferredProficiency in loan servicing system: LMS, preferredCrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success!