Customer Service Specialist I
$31,200–$31,200 year
On-siteFort Mill, South Carolina, United States
Job Summary
Respond to inbound calls, emails, and chat inquiries regarding loan status, payments, and account information. Assist customers through troubleshooting, document requests, and payoff requests while providing accurate information on mortgage products and statements. Monitor and manage early stage, Pre30 accounts using designated collection techniques and maintain detailed customer records in the loan servicing system. Research and resolve issues, escalating complex cases when necessary, and ensure all communication meets regulatory and company compliance standards. Provide compassionate, solutions-focused support to customers in imminent default situations while staying current on company products and updates.
Required Qualifications
- High School Diploma or GED required
- 2+ years of customer service experience
- Skilled at speaking clearly and compassionately while utilizing our systems to quickly find answers and resolve customer inquiries
- Display strong analytical skills and ability to calculate payments
- Proficiency in Microsoft Office
- Ability to work independently and as part of a team in a fast-paced environment
- Ability to remain calm and solution oriented when dealing with difficult situations or working under pressure
- Ability to handle high call volumes while maintaining quality and accuracy
- Excellent verbal and written communication skills, including active listening
- Demonstrated patience, empathy, and professionalism in handling customer concerns
- Proficiency in multitasking, prioritizing, and managing time efficiently
Desired Qualifications
- Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines
- Proficiency in loan servicing system: LMS
- College degree
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