Customer Service Specialist

United States·Jp10029 - Coppellmid

Customer SupportCustomer Service Representative

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Quick Summary

Key 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,

Requirements Summary

Excellent communication and customer service skills. Excellent prioritization and time management skills.

Technical Tools

Customer SupportCustomer Service Representative

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.

Responsibilities

~1 min read

→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

Requirements

~1 min read

Excellent communication and customer service skills.
Excellent prioritization and time management skills.
Display strong analytical skills and ability to calculate payments
Proficient with Microsoft Office applications.
Ability to handle high call volumes while maintaining quality and accuracy
Demonstrated patience, empathy, and professionalism in handling customer concerns
High School Diploma or GED required (college degree is a plus)
2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferred
Proficiency in loan servicing system: LMS, preferred