Mortgage Servicing Agent

About the role

Provides high quality customer service by responding to telephone inquiries, requests and problems. Researches, analyzes, and provides solutions that meet the customer’s needs.

• Resolving customer inquiries and problems on first contact
• Providing customers with account information
• Resolving or referring billing disputes
• Correcting payment errors
• Revising fee and finance charges as appropriate
• Account maintenance
• Taking card, check or other orders
• Acting on lost or stolen cards/checks
• Researching customer problems that could not be resolved during the initial contact

Location Expectations

This role is designated as U.S. Home Based Remote. We are hiring with preference in the following states: Kentucky, Indiana, Ohio, Texas, Arizona, Missouri.

Requirements

• High school diploma or equivalent
• Two to four years of relevant experience

Preferred Skills/Experience

• Strong phone communication skills with a customer-centric approach
• Problem-solving/critical thinking skills
• Proven time-management and organizational skills
• Familiarity with digital applications (e.g. banking apps, money transfer apps, payment/billing apps)
• Strong technology skills with the ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work independently in a remote setting free from distractions
• Associate’s degree, Bachelor’s Degree, or some college experience
• Previous customer service or call center experience
• Leadership experience

Training

9 Weeks of Training: Monday - Friday 9:00 AM - 6:00 PM CST 10/5-12/4. 100% Attendance Required; No time off permitted.

Pay

Set Starting Pay: $20.00/hour (Additional Pay offered for Shift time & Saturday schedules).

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law