Customer Service Representative

Job Description- Customer Service Representative


Position Overview

The Customer Service Representative will work directly with the Post Closing team, managing collateral and final documents while serving as a primary point of contact for borrowers and business partners. This role combines document processing, loan delivery, and customer service responsibilities, including proactive borrower outreach, responding to inquiries, and supporting interim servicing activities. The ideal candidate will possess strong organizational skills, attention to detail, and excellent communication abilities. This position offers an opportunity to build a career in the mortgage industry while developing expertise in post-closing operations and customer relations.

Position Requirements

• Experience: Entry Level Position (Customer Service and/or Mortgage Industry experience preferred)
• Education: High School Diploma required
• Compensation Range: $18- $25/ hr
• Work Condition:
  • Work Location: In-office
  • Position status: Full-time
  • Regular schedule: 8:00 AM start time
  • Standard workday: Monday through Friday schedule, with an 8-hour workday expected.
  • Overtime: May be required as necessary to meet operational demands
• Physical Requirement:
  • Must be able to lift 20 lbs. boxes of paperwork.
  • Ability to remain seated at a desk and operate a computer or other standard office equipment for most of the workday.
• Expectation:
  • Strong analytical and problem-solving skills
  • Ability to work independently
  • Attention to detail
  • Proactive
  • Strong organizational skills.
  • Excellent verbal and written communication skills.
  • Ability to meet deadlines in a fast-paced environment.
• Responsibilities:
  • Receive, log and ship out Collateral and Final Documents daily.
  • Daily reconciliation of investor exception reports.
  • Update notes daily in the Loan Origination System based on Investor suspense reports.
  • Contact team members, business partners, and clients to obtain any required documentation via phone calls and emails.
  • Serve as a primary point of contact for borrower inquiries regarding post-closing and servicing-related matters.
  • Answer inbound calls, emails, and messages from borrowers in a professional and timely manner.
  • Proactively contact borrowers to provide status updates, obtain missing information, and resolve outstanding issues.
  • Educate borrowers on loan servicing transfers, payment information, escrow accounts, and related mortgage processes.
  • Maintain detailed records of borrower communications within company systems.
  • Escalate complex borrower concerns to management or appropriate departments as needed.
  • Deliver exceptional customer service while maintaining compliance with company policies and regulatory requirements.
  • Assist borrowers with questions regarding mortgage payments, payment processing, and servicing transfers during interim servicing periods.
  • Monitor interim servicing loans to ensure accurate borrower communication and timely issue resolution.
  • Coordinate with servicing partners and investors regarding payment histories, payoff requests, escrow questions, and servicing-related inquiries.
  • Research and resolve borrower payment discrepancies and servicing exceptions.
  • Process and track borrower correspondence related to interim servicing activities.
  • Maintain accurate records of servicing communications and actions taken.
  • Assist with payoff statement requests and borrower servicing documentation requests.
  • Support compliance with investor and regulatory servicing requirements.
  • Follow up proactively with borrowers regarding outstanding servicing items to ensure timely resolution.
  • Perform other related duties as requested.

This description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.