Mortgage Customer Service Specialist - Irving, TX
On-siteIrving, Texas, United States
Job Summary
Answer incoming borrower calls and handle outgoing inquiries regarding mortgage loan details, payments, and account information. Update databases with insurance for collateral and assist customers in navigating the website for payment and account access. Identify financial hardships and connect borrowers with loss mitigation agents while ensuring compliance with legal requirements and internal policies. Manage both current and delinquent mortgage accounts with speed and professionalism. This role supports Agility 360's mortgage servicing operations in Irving, TX, requiring prior industry experience and strong communication skills.
Required Qualifications
- 2-5 years prior Customer service experience
- Minimum 1 year of phone experience
- Basic computer skills
- Basic knowledge of Microsoft Office Suite such as Excel, Word
- Typing speed of 25 WPM
- Previous Mortgage Industry experience REQUIRED
- Graduation from a credited High School (Diploma) or GED is required
- Employment consideration is contingent on passing a background check
- Location: ON-SITE in Irving, TX
- 3-6 month, contract-to-hire
Desired Qualifications
- Customer/Client Focus
- Critical Thinking Skills: Use of clear, concise and effective and strong oral communication; accurately composes written materials as required by the position. Handle confidential information in a responsible manner. Ability to convey thoughts in a focused and concrete manner.
- Customer Service Skills: Use of clear, concise and effective and strong oral communication; accurately composes written materials as required by the position. Handle confidential information in a responsible manner. Ability to convey thoughts in a focused and concrete manner.
- Multi-Task Ability: Willingly adds value to the team, shares information freely among the team, and communicates with others in a direct, honest, and open manner, while maintaining others' dignity. Works with management to build a strong cohesive team environment where every individual is valued.
- Communication: Possesses clear and professional verbal and written communication skills when used both internally and externally. Effectively presents accurate information to varying audiences.
- Initiative: Seeks ways to contribute to the success of the team and company overall. Uses failures/mistakes as opportunities to learn and correct, anticipates issues, and moves to resolve them.
- Accountability: Takes ownership of one's accounts/duties and ensures that issues under their purview are resolved timely and in accordance with departmental standards.
- Technical Proficiency: Experience with MS Office with particular emphasis on MS Word & Outlook
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