Customer Experience Representative-Servicing

JOB SUMMARY:

The Customer Experience Representative – Servicing is responsible for providing a high level of proactive, white-glove customer service to Novus Home Mortgage borrowers following loan closing and throughout the transition into servicing.

This role serves as an extension of Novus Home Mortgage, the originating branch, and the Loan Originator after closing. The Customer Experience Representative helps ensure that borrowers continue to receive the same level of communication and service after funding that they experienced during the origination process.

This is not intended to be a traditional call-center position. The Customer Experience Representative is expected to proactively identify borrower’s needs, anticipate upcoming servicing events, provide timely outreach, coordinate internally, and help prevent customer-service issues from becoming larger problems.

The position will work closely with Servicing, branches, Loan Originators, Construction, Operations, and other internal departments to provide borrowers with a clear point of contact while ensuring technical servicing decisions remain with the appropriate subject-matter expert.

ESSENTIAL DUTIES and RESPONSIBILITIES:

The Customer Experience Representative will maintain and manage borrower touch points on behalf of Novus, the branch, and the Loan Originator when upcoming events require customer communication.

Responsibilities may include:

• Monitor loans with upcoming servicing events, maturity dates, expiration dates, outstanding requirements, or other borrower action items.
• Contact borrowers in advance of important dates or requirements.
• Explain upcoming actions and help borrowers understand what is expected.
• Coordinate with internal subject-matter experts when additional assistance or a decision is required.
• Continue borrower follow-up until the matter has been appropriately resolved or transferred to the responsible department.
• Document borrower communications and outcomes so the appropriate internal parties have visibility.

The goal is to identify and address potential issues before they become borrower complaints, delinquencies, maturity issues, or branch escalations.

Portfolio Loan Outreach

Provide proactive borrower communication for Novus portfolio products or loans requiring continued servicing attention.

Examples include:

Bridge Loans

• Monitor upcoming bridge loan maturity dates and important loan milestones.
• Proactively contact borrowers well in advance of maturity.
• Obtain updates regarding the sale of the borrower's existing residence when applicable.
• Identify potential issues that could impact repayment or payoff.
• Coordinate with Servicing, the branch, and Loan Originator as necessary.
• Escalate potential maturity or repayment concerns early rather than waiting until the loan becomes past due or requires an extension.

Escrows & Holdbacks

• Provide proactive borrower follow-up regarding outstanding escrow or holdback requirements.
• Remind borrowers of documentation, inspections, completion requirements, or other items needed for escrow release.
• Track upcoming expiration or completion dates.
• Help coordinate borrower communication with the appropriate internal department.
• Escalate items at risk of missing required deadlines.

Construction / Renovation / 2xClose Loans

• Provide scheduled borrower touch points during the construction period.
• Assist with communication regarding upcoming milestones, draws, inspections, documentation, and other borrower requirements.
• Provide reminders regarding important construction-related deadlines.
• Assist with communication as the borrower approaches completion of construction and transition to permanent financing when applicable.
• Coordinate with the Construction Department, Servicing, branch, and Loan Originator as needed.
• Help ensure that borrowers understand where they are in the process and what comes next.

Other Portfolio Products

• Monitor other portfolio loans with balloons, maturity dates, conversions, extensions, or other future servicing events.
• Proactively contacting borrowers before action is required.
• Assist internal departments in obtaining borrower information or documentation.
• Escalate concerns early when additional review or management involvement is required.

CUSTOMER SERVICE & BORROWER SUPPORT

• Respond to general borrower servicing questions professionally and timely.
• Assist borrowers with payment-related questions and direct them to the appropriate payment method or servicing resource.
• Help borrowers navigate the servicing portal.
• Assist borrowers who are unsure which Novus department can resolve their issue.
• Take ownership of the customer experience even when another department must ultimately resolve the matter.
• Follow up with borrowers after referral or escalation when appropriate to ensure the issue was addressed.
• Maintain professional communication during difficult or sensitive borrower conversations.
• De-escalate borrower concerns when possible.
• Ensure borrower concerns are documented and communicated to the appropriate parties.

COMPLAINT MANAGEMENT & ESCALATION

• Serve as an initial point of contact for certain post-closing borrower complaints.
• Listen to and document borrower concerns.
• Research basic information when appropriate.
• Coordinate with Servicing, Operations, Compliance, the branch, or other departments when further review is required.
• Escalate complaints involving regulatory, legal, financial, reputational, or significant customer-service risk.
• Maintain communication with the borrower while internal research is being completed when appropriate.
• Assist in ensuring complaints do not remain unresolved due to unclear departmental ownership.
• Identify recurring complaint themes and report trends to Servicing leadership.

The Customer Experience Representative is not expected to independently make technical, compliance, servicing, or financial decisions outside the authority of the position.

EARLY DELINQUENCY / EPD / EPO SUPPORT

As the role develops, the Customer Experience Representative may assist Servicing with proactive outreach intended to identify potential payment issues early.

Responsibilities may include:

• Conduct courteous, customer-service-focused outreach when an early payment concern is identified.
• Contact borrowers to determine whether there is confusion regarding the first payment, payment location, servicing transfer, or other administrative issues.
• Assist borrowers in identifying the appropriate payment channel.
• Gather basic information regarding the reason for a missed or delayed payment.
• Escalate financial hardship or more significant delinquency situations to the appropriate Servicing personnel.
• Assist with exploratory outreach related to potential Early Payment Default (EPD) or Early Payoff (EPO) situations.
• Provide relevant information back to Servicing, Operations, Capital Markets, or other appropriate stakeholders.

This position is intended to support and enhance proactive borrower communication. Formal collections activities, loss mitigation decisions, or other regulated servicing functions remain with the appropriate servicing personnel.

BRANCH & LO SUPPORT

The Customer Experience Representative will act as an extension of the originating branch following closing.

Responsibilities include:

• Provide post-closing borrower service on behalf of the branch and Loan Originator.
• Help prevent routine servicing questions from unnecessarily returning to the Loan Originator.
• Keep the appropriate internal parties informed when a borrower issue could impact the branch or LO relationship.
• Proactively contact borrowers regarding upcoming portfolio or servicing events before they become urgent.
• Protect the relationship the Loan Originator and branch developed with the customer.
• Provide a high level of service that reflects positively on Novus and the originating branch.
• Escalate significant customer dissatisfaction when branch or LO involvement may be beneficial.

The borrower should experience one Novus , regardless of which department is responsible for the underlying task.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position .

COMPETENCIES:

MEASURES OF SUCCESS

Performance may be evaluated using a combination of service, quality, productivity, and customer-experience measures, including:

• Timeliness of borrower welcome calls.
• Completion of scheduled borrower touch points.
• Borrower response and follow-up time.
• Resolution and appropriate escalation of borrower inquiries.
• First-payment issue prevention and resolution.
• Servicing portal adoption/support.
• Completion of bridge, escrow, construction, and other portfolio-product outreach.
• Documentation quality.
• Borrower complaint trends.
• Internal service levels to branches and Loan Originators.
• Customer satisfaction and borrower feedback.
• Identification of recurring issues or opportunities for process improvement.
• Successful prevention or early identification of servicing problems.

Success should not be measured simply by the number of calls completed. The expectation is quality of service, proactive communication, appropriate resolution, and protection of the overall customer relationship.

KNOWLEDGE, SKILLS AND ABILITIES:

The successful candidate should demonstrate:

• Exceptional customer service skills.
• Strong verbal and written communication.

• Bilingual proficiency in English and Spanish preferred.

• Professional and confident telephone presence.
• Strong listening skills.
• Ability to communicate complicated information in a simple and understandable manner.
• Ability to work with borrowers who may be frustrated, confused, or concerned.
• Strong follow-through and attention to detail.
• Good judgment regarding when an issue can be handled independently and when it requires escalation.
• Ability to manage multiple borrower follow-ups and deadlines simultaneously.
• Strong organizational skills.
• Ability to work collaboratively across departments.
• Comfort working with technology, servicing platforms, and CRM/workflow systems.
• Ability to document borrower conversations clearly and accurately.
• Commitment to maintain confidentiality of borrower and company information.
• Strong sense of ownership and personal accountability.

QUALIFICATIONS:

Required / Preferred Experience

• Prior customer service, mortgage banking, financial services, servicing, banking, or related experience preferred.
• Mortgage servicing experience is helpful but not required for a candidate with strong customer-service experience and the ability to learn.
• Experience in handling customer concerns or escalations preferred.
• Experience working in a high-touch customer environment is strongly preferred.
• Working knowledge of mortgage terminology and the mortgage loan lifecycle is beneficial.
• Experience using Microsoft Office products (i.e. Word, Excel, Outlook, PowerPoint, SharePoint).

This position is a non-exempt role: $24.04-$28.85/per hour (based on experience)