Customer Service Representative (Mortgage Loan Servicing)

Customer Service Representative (Mortgage Loan Servicing)

LHH Recruitment Solutions is partnered with a growing financial services firm in Phoenix, AZ that is looking to add a Loan Servicing Specialist to join the team! This is a full-time in-office customer service position, pay range $22.00-$24.00 per hour depending on experience. Must have mortgage industry experience to qualify.

The Mortgage Loan Servicing Specialist serves as the primary point of contact for borrowers regarding their mortgage accounts. This role is responsible for providing exceptional customer service by answering inquiries, resolving account issues, explaining mortgage servicing processes, and ensuring compliance with company policies and regulatory requirements.

Job Duties:

• Respond to inbound and outbound customer calls, emails, and written correspondence regarding mortgage loan accounts.
• Assist borrowers with questions related to payments, escrow accounts, taxes, insurance, loan balances, and account history.
• Explain mortgage servicing procedures, including payment processing, escrow analysis, payoff requests, and loan modifications.
• Research and resolve customer concerns, disputes, and servicing issues in a timely and professional manner.
• Process customer requests for account updates, address changes, loan information, and documentation.
• Educate customers on available options for delinquent accounts and hardship assistance programs.
• Coordinate with internal departments to resolve borrower concerns and ensure accurate account handling.
• Maintain detailed and accurate records of customer interactions in servicing systems.
• Review and interpret loan documents to provide accurate information to borrowers.
• Adhere to all federal, state, and company policies.
• Meet established productivity, quality, and customer satisfaction goals.
• Identify opportunities to improve customer experience and servicing processes.

Qualifications

• High School Diploma or GED required.
• Minimum 1+ year of recent customer service or loan processing experience required in the mortgage industry.
• Experience handling high-volume customer interactions.
• MLS and CRM experience is required.

If you meet the minimum requirements apply now!