Customer Service Specialist/Early Stage Collections

The role

You will service mortgage customers by phone and in writing. The work includes answering questions, handling complaints, keeping loan files, and contacting delinquent homeowners to set up payments.

What you will do

• Answer customer questions and handle complaints
• Communicate with other departments about loan payments and borrower files
• Document complaints and all borrower communications in the loan file
• Send required letters and maintain loan files
• Generate payoffs and verify mortgage and other requested documents
• Accept loan payments by phone from current borrowers
• Use outbound calling to find delinquent homeowners and set up payments that cure delinquencies
• Contact homeowners more often as their delinquency increases
• Research information related to job duties
• Assist with other duties as necessary

Required qualifications

• Microsoft Word and Excel experience
• Prior mortgage experience
• Strong working knowledge of the mortgage, document custody, and manufactured housing industries
• Comprehensive knowledge of regulations governing mortgage servicing, including TILA, RESPA, NACHA, FCRA, etc.
• Ability to communicate clearly and effectively with clients and employees
• Excellent listening, organizational, interpersonal, and time management skills
• Ability to work as a team member

Nice to have

• Experience with Fiserv's LoanServ mortgage servicing software
• Spanish speaking

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401K match
• PTO and sick time
• 10 paid holidays
• Remote work opportunities

About the company

Cascade Financial Services has been a mortgage lender since 1999, focused on home loans for the manufactured housing market. The company describes its culture as teamwork, integrity, excellence, and service, with a focus on work/life balance.