Customer Care Specialist

Job Description

Job Description

At BrightShore, we believe homeowners deserve a team that cares. Our Customer CARE Specialists bring that belief to life by delivering borrower support that is clear, compassionate, and consistently exceptional. This role serves as a trusted guide for homeowners, helping them navigate payments, escrow, insurance, account questions, and the everyday needs of homeownership with confidence.

Using modern tools and intuitive technology, our CARE Specialists resolve questions quickly, anticipate borrower needs, and help connect customers with programs that make a meaningful difference from flexible payment options to retention consultations and financial wellness solutions. Every interaction reflects our commitment to service that feels personal, reassuring, and genuinely helpful.

BrightShore is building a service culture defined by positivity, precision, and professionalism. We’re looking for individuals who take pride in being steady, thoughtful communicators and who thrive in an environment where care, clarity, and elevated service set the tone. If you’re energized by the opportunity to improve someone’s day and their financial journey, you’ll feel at home here in our positive environment.

JOB SUMMARY

The BrightShore Customer CARE Specialist serves as the welcoming voice and guiding hand for borrowers throughout their mortgage journey, delivering an experience rooted in warmth, attentiveness, and care. This role sets the tone for our brand, providing borrowers with service that is proactive, solution-driven, positive, and consistently uplifting — the kind of service that feels more like partnership than transaction.

Customer CARE Specialists assist borrowers with questions related to payments, escrow, taxes, insurance, statements, and general servicing needs while maintaining the highest standards of accuracy, privacy, and professionalism. They are trained to listen deeply, anticipate needs, and provide clear, confident support that restores certainty to the borrower and reinforces trust in the BrightShore brand. Specialists also identify opportunities to guide borrowers toward helpful programs such as FlexPay, retention consultations, mortgage recapture discussions, or referrals for insurance and banking solutions always framed through the lens of assisting the borrower’s financial wellbeing and long-term stability.

This role operates in a highly collaborative environment, working closely with leadership, Borrower Engagement, Escrow, Insurance, Loss Mitigation, and Data teams to ensure borrowers receive consistent, timely, and meaningful support. Specialists use advanced tools such as Five9, FICS Mortgage Servicer, communication AI, and digital workflows to deliver fast, accurate service, while upholding BrightShore’s pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity.

At BrightShore, Customer CARE is the embodiment of our promise to treat every borrower with the compassion, clarity, and respect they deserve.

Core Competencies:

• Brings a consistently positive, caring, and solutions-focused attitude to every borrower interaction
• Demonstrates strong listening skills with the ability to understand borrower concerns and anticipate needs
• Communicates with warmth, clarity, and professionalism across phone, email, chat, and video
• Strong written communication skills for email and chat channels
• Maintains accuracy and attention to detail when accessing and updating loan information
• Demonstrates emotional resilience and maintains a calm, encouraging presence even during difficult conversations
• Adapts easily to changes in tools, systems, and engagement strategies as BrightShore grows
• Demonstrates curiosity and initiative, proactively identifying borrower needs and connecting them with helpful programs or solutions
• Works collaboratively with servicing teams, showing respect and empathy to ensure borrowers receive seamless support
• Uses sound judgment when determining when to escalate or route borrower questions
• Comfortable with AI-assisted guidance, digital tools, and modern communication platforms
• Strong time-management and multitasking skills while maintaining high-quality service
• Takes ownership of borrower challenges through completion and ensures timely follow-up
• Upholds BrightShore’s pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity

Supervisor Responsibilities ( if applicable ):

• N/A

Duties/Responsibilities

• Serve as the primary point of contact for borrowers, delivering warm, attentive, and solution-focused support across all communication channels
• Assist borrowers with payments, escrow, taxes, insurance, statements, histories, and general servicing questions
• Use Five9, FICS Mortgage Servicer, and internal tools to access accurate loan information, document interactions, and complete follow-up tasks
• Guide borrowers through digital resources including online payment tools, FlexPay, self-service features, and educational material
• Recognize early signs of borrower confusion or hardship and take proactive steps to provide reassurance and support
• Identify when retention conversations, refinance or recapture opportunities, insurance solutions, or banking introductions may benefit the borrower and route appropriately
• Support repayment success by directing borrowers to hardship support or loss mitigation specialists when signs of payment stress appear
• Promote face-to-face borrower engagement through TEAMS or video, building trust and strengthening relationships
• Maintain detailed documentation of all interactions in compliance with federal, state, and investor requirements
• Follow communication standards including RESPA, FDCPA, UDAAP, and other regulatory expectations
• Collaborate with Escrow, Insurance, Cashiering, Borrower Engagement, and Default to resolve escalated or complex inquiries
• Assist with email queues, chat queues, returned mail, and other operational responsibilities as needed
• Participate in call calibrations, coaching sessions, and training programs to continually improve service quality
• Engage in testing and providing feedback on new digital tools, AI-assisted features, and borrower experience enhancements
• Protect BrightShore’s brand by ensuring communications reflect accuracy, warmth, clarity, and consistency
• Contribute feedback to leadership regarding recurring borrower needs or process improvements
• Embrace continuous learning on servicing updates, new programs, digital enhancements, and borrower engagement techniques
• Model BrightShore’s cultural pillars in tone, professionalism, and service, positively contributing to both borrower and team experiences

Education, Experience and /or Skills

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Experience in customer service, call center, hospitality, financial services, or mortgage servicing is welcomed but not required
• Demonstrated ability to communicate clearly and professionally in customer-facing environments
• Familiarity with phone systems, CRM tools, or digital communication platforms preferred
• Comfort navigating multiple systems and digital resources while assisting borrowers
• Experience working in highly service-oriented environments is a plus
• Experience in regulated industries or compliance-focused roles is helpful
• Commitment to learning servicing fundamentals through BrightShore’s training program
• Bilingual or multilingual abilities are a plus
• Alignment with BrightShore’s pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity

Computer & Equipment Skills

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• MSP or FICS’ Mortgage Servicer a plus
• Email
• Internet software
• Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Physical Requirement:

• Vision (with or without correction) sufficient to read a computer screen and to operate office equipment
• Clear speaking voice on the telephone, in person, and recorded
• Hearing within normal ranges in noise environments typical of office
• Able to sit for long periods of time at computer or other workstation and in meetings
• Able to use computers and operate equipment
• Able to lift 10 pounds occasionally unassisted

EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Company Description

Since 2020, we have been building toward a servicing model that creates value long after the loan closes.

Compliance, transactions, and operational execution will always matter. But lasting success comes from stronger borrower relationships, better experiences, and meaningful engagement.

BrightShore combines the discipline of a top-tier servicer with the innovation, transparency, and flexibility needed to support the future of mortgage servicing.

Company Description

Since 2020, we have been building toward a servicing model that creates value long after the loan closes.\r\rCompliance, transactions, and operational execution will always matter. But lasting success comes from stronger borrower relationships, better experiences, and meaningful engagement.\r\rBrightShore combines the discipline of a top-tier servicer with the innovation, transparency, and flexibility needed to support the future of mortgage servicing.