Single Point of Contact - Customer Service

Purpose of Role

Responsible for investigating and resolving complex customer issues by analyzing account history and vendor data. Identifies root causes, applies investor guidelines and company policies, and ensures compliance with loan agreements. Proactively monitors customer activity, conducts outbound calls to gather documentation and works to prevent account defaults. This role will also involve extended periods of phone-based interaction throughout the day to support inbound call volume. Additionally, contributes to process improvements, report emerging risks, and ensures a high level of customer satisfaction while adhering to compliance policies and procedures.

Expectations

• Investigates and resolves complex customer issues and escalations by analyzing customer account history and vendor data.
• Identifies root causes of customer issues and applies investor guidelines, company policies, and servicer/vendor procedures to navigate a solution.
• Maintains continuous monitoring of customer activity for continued compliance to loan agreement.
• Safeguards the timely and successful resolution of customer concerns while maintaining a high level of customer satisfaction.
• Proactively identifies emerging risks related to business activities and ensures effective reporting to management.
• Contributes to process improvement and redesigns initiatives to enhance customer experience and operational efficiency.
• Adheres to written risk and compliance policies and procedures related to customer interactions and account management.
• Conducts proactive outbound calls to customers to obtain necessary documentation and prevent account defaults.
• Performs other duties as assigned.

Reports To

Supervisor, SPOC

Qualifications – Education Requirements

High School Diploma

Qualifications – Experience/Skills/Competencies

• Minimum 5 years of experience in mortgage servicing or a related field such as mortgage counseling.
• Background in real estate-based lending requirements including tax, insurance and mortgage origination documents.
• Knowledge and understanding of the reverse mortgage industry, including customer experience journey and general HUD requirements for reverse mortgages.
• Strong problem-solving and analytical abilities to interpret complex customer concerns and provide solutions.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent written and verbal communication skills, with the ability to simplify complex issues for customer and internal teams.
• Strong ability to identify and contribute to process improvements that enhance operational efficiency.