Mortgage Servicing Support Specialist I

Job description

Mortgage Servicing Support Specialist I JOB SUMMARY: The Servicing Support Specialist I acts as the primary liaison between Retail, Correspondent, Banking, and the various Servicing departments by addressing and ensuring timely resolution of all issues raised. Responsible for identifying customer service issues and resolving them, providing feedback to identify root causes of problems/issues, and eliminating the need for escalation. This is a contact center position. Mortgage Servicing Support Specialist I ESSENTIAL FUNCTIONS (RESPONSIBILITIES): Qualifications - Handles first-level support requests received via email, mail, and/or web, ensuring timely and efficient responses in accordance with service level agreements. This includes privacy notices, payoff, and recast requests. - Conducts research to determine compliance with the SCRA protection benefits and updates the servicing system accordingly. - Contacts customers by phone to resolve issues or clarify the nature of their requests. - Answers calls and emails for Retail, Correspondent, Banking, or other lines of business to deliver knowledgeable and timely assistance to support the overall organization. - Resolves Servicing que...