Loan Servicing Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 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.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
The Loan Servicing Specialist (Call Center Representative) will provide professional and knowledgeable assistance to borrowers in a call center environment. Responsible for providing outstanding customer service experience for loan customers, third party requestors and internal CrossCountry Mortgage, LLC. staff. Act as the first point of contact for customer telephone calls and e-mails to ensure their satisfaction and loyalty by assisting in, and resolving, a wide variety of Loan Servicing inquiries. Perform all duties in accordance with company policies and procedures and all state and federal regulations.

This position operates within Eastern Standard Time Zone working hours to support the East Coast region.

Job Responsibilities:

• Responsible for the new loan set up on the sub-servicing system.

• Perform outbound calls and receive inbound calls from borrowers, providing customer service support to borrowers.

• Pull all required documents for the new loans.

• Follow up with appropriate departments to obtain missing documents.

• Reconcile and monitor data accuracy on the MERS systems.

• Work with insurance companies to reflect the proper mortgagee clause.

• Monitor and collect first payments from mortgagors.

• Respond to inquiries from mortgagors on their loan account.

• Other duties as assigned.

Qualifications and Skills:

• Associate’s degree or equivalent in business related field or equivalent combination of education/experience, preferred.

• Experience in banking or financial related field, preferred.

• Knowledge of loan documentation, loan systems, operations and accounting.

• Proficient with Microsoft Excel and Word.

• Excellent attention to detail and organization skills.

• Excellent communication and customer service skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

Pay Range:

• Hourly Rate: $18.00 - $22.00

The posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

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