Mortgage Servicing Professional

4 days ago

Tempe, United States TRC Talent Solutions Full time
Mortgage Servicing Professional
As a Mortgage Servicing Professional, you will play a key role in managing all aspects of mortgage servicing inquiries, ensuring each interaction is handled with efficiency, professionalism, and a friendly, customer-centric approach. You will be responsible for providing excellent service through strong listening, problem resolution, and communication skills, both verbally and in writing.   Location: Tempe, AZ   Job Type -Hybrid; 3 days in office, 2 days remote   Shift: Mon-Fri: 9:15am – 6:00pm with 1 rotating Sat: 6:30am to 12:00pm every 3-4 weeks.
Responsibilities:
•    Handle a variety of mortgage servicing inquiries (e.g., payments, escrow analysis, insurance, and taxes) in a blended inbound and outbound call environment.
•    Train on and manage escalation lines, addressing Level 2 complaints with professionalism and care.
•    Resolve complex servicing issues and complaints, conducting in-depth research and providing clear written explanations to ensure customer satisfaction.
•    Thrive in a fast-paced, structured environment, maintaining a high level of quality and productivity while meeting key performance metrics.
•    Promote products and services with a focus on enhancing customer satisfaction and long-term retention.
•    Collaborate with internal teams to offer solutions that meet customer needs and expectations.
•    Participate in client culture visits to foster strong relationships.
•    Mentor new hires, helping them navigate their responsibilities and company processes.
•    Contribute to continuous process improvements in daily operations.
•    Complete other duties and special projects as assigned by your supervisor/manager.
•    Assess risks carefully when making business decisions, particularly around compliance and operational concerns, ensuring adherence to policies, legal regulations, and ethical standards. Promote a culture of accountability across teams to maintain the company’s reputation.
Interfaces:
•    External: Mortgagors, Insurance Agents, Title Insurance Reps, Tax Collectors, Investors
•    Internal: Tax, Insurance, Cash Management, Collections, Special Products, and Payoff Departments
Qualifications:
•    At least 4 years of experience in the industry or a call center environment.
•    Knowledge of loan servicing.
•    Consistent performance in meeting metrics for at least 24 months.
•    Successful completion of leadership and escalation line training programs.
•    Strong interpersonal and communication skills (both written and verbal).
•    Availability to work nights, weekends, and variable shifts as needed.
•    Candidates will be evaluated based on relevant skills and experience.

TRC Talent Solutions is proud to be an Equal Opportunity Employer (EOE). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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