Mortgage Resolutions Spec II
$35,360–$35,360 year
On-siteEvansville, Indiana, United States
Job Summary
Manage inbound and outbound customer interactions related to mortgage servicing inquiries, resolving routine and complex issues regarding escrow, payments, ARM changes, and account maintenance. Provide prompt, accurate, and professional service while documenting interactions in servicing systems and adhering to regulatory requirements and privacy standards. Meet established productivity, quality, and service level expectations including Average Speed of Answer and adherence goals. Collaborate with internal partners to escalate complex issues and support team success through knowledge sharing and continuous improvement.
Required Qualifications
- High school diploma or equivalent
- Minimum of 1-2 years of customer service, call center, mortgage servicing, banking, or related experience
- Knowledge of mortgage servicing processes and terminology
- Strong computer proficiency with experience using multiple systems simultaneously
- Working knowledge of Microsoft Office applications
Desired Qualifications
- Additional education or mortgage-related certifications
- Strong customer service orientation and commitment to delivering an exceptional borrower experience
- Excellent verbal and written communication skills
- Ability to effectively manage customer conversations and de-escalate challenging situations
- Strong problem-solving and critical-thinking skills
- Ability to multitask, navigate multiple systems, and manage time efficiently in a high-volume environment
- Adaptability and willingness to learn new processes and technologies
- Strong attention to detail and commitment to accuracy
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