Customer Care Escalations Specialist (Mortgage Servicing) - #257445

Description

CMG Financial is hiring on-site a Mortgage Servicing Customer Care Escalations Specialist who is responsible for providing exceptional customer service to borrowers by handling inquiries related to their mortgage loans. This role involves assisting borrowers with account information, payments, and resolving any issues they may encounter. The agent ensures that all borrower interactions are handled professionally, efficiently, and in compliance with company policies and regulatory requirements.

This position is on-site at our office in Troy, MI .

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Customer Service:
• Answer incoming calls from borrowers regarding their mortgage accounts.
• Provide accurate and timely information about account balances, payment histories, and other mortgage-related inquiries.
• Assist borrowers with making payments, setting up automatic payments, and other account management tasks.
  
  

• Issue Resolution:
• Address and resolve borrower complaints and issues, escalating to the appropriate department when necessary.
• Investigate and resolve payment discrepancies, escrow issues, and other account-related concerns.
• Follow up with borrowers to ensure satisfactory resolution of their issues.
• Account Management:
• Update borrower information in the company’s CRM system, ensuring accuracy and completeness.
• Process requests for account statements, payoff quotes, and other documentation.
• Assist borrowers with loan modification applications and other loss mitigation options.
• Compliance and Quality Assurance:
• Adhere to all company policies, procedures, and regulatory requirements.
• Maintain confidentiality of borrower information and ensure data security.
• Participate in quality assurance activities, including call monitoring and feedback sessions.
• Collaboration and Communication:
• Work closely with other departments, including collections, underwriting, and servicing, to facilitate borrower solutions.
• Communicate effectively with team members and supervisors to share information and updates.
• Participate in team meetings, training sessions, and professional development activities.
• Servicing Topics:
• Account Maintenance, Payoffs, Credit Corrections, Recasts, FEMA Claims, Collections, Escrow Crediting Default, SII, Assumptions, Loss Mitigation SPOC, Bankruptcy, Agent Shadowing, Escalated Complaints, and Chat/Email Handling
  

Qualifications And Experience

• Must be able to work on-site at our new Servicing Center in Troy, MI (Detroit Area)
• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 4+ years of experience in customer service, call center, or mortgage servicing.
• Strong understanding of mortgage loan processes and servicing.
• Excellent communication and interpersonal skills.
• Ability to handle high call volumes and manage multiple tasks in a fast-paced environment.
• Proficiency in using CRM systems and other relevant software applications.
• Detail-oriented with strong problem-solving skills.
• Knowledge of regulatory requirements and industry best practices is a plus.
  
  

Working Conditions

• Full-time position, typically Monday through Friday, with occasional evening or weekend shifts as needed.
• Office environment with standard business hours.
• Ability to work in a fast-paced and high-stress environment.
• Some overtime may be required during peak periods or to meet deadlines.
  
  

Supervisory Responsibilities

Direct Reports: N/A

PHYSICAL And ENVIRONMENTAL CONDITIONS

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

Compensation

CMG pays a competitive hourly rate which ranges from $24.00 to $26.00 per hour. Factors that affect salary may include: Mortgage Servicing, Call Center Operations and Customer Service experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customers, and education.

CMG MORTGAGE, INC. NMLS #1820 If you are a recruiter or placement agency, please do not submit resumes to any person or email address at CMG Financial prior to having a signed agreement . CMG Financial is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Furthermore, any resumes sent to us without an agreement in place will be considered your company’s gift to CMG Financial and may be forwarded to our recruiters for their attention.

CMG Financial is an equal opportunity employer and does not unlawfully discriminate in employment decisions. CMG will consider all qualified applicants without regard to race, religion, national origin, sex, age, veteran status, disability, familial status, marital status, actual or perceived sexual orientation, or actual or perceived gender identity. Applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of CMG Financial or reach out to [email protected] .