Customer Service Specialist
About the role
CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.
As a Customer Service Specialist, you’ll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies. You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.
Responsibilities
- Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
- Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
- Provide accurate and timely information on mortgage products, statements, and processes
- Research and resolve customer issues and escalate complex cases when necessary
- Monitor and manage early stage, Pre30 accounts using designated collection techniques
- Maintain detailed and accurate customer records in loan servicing system
- Ensure all communication meets regulatory and company compliance standards
- Stay current on company products, services, and updates to effectively assist customers
- Provide compassionate, solutions-focused support to customers in imminent default situations