Loan Servicing - Support

Job Description

Job Description

We are looking for a dedicated Loan Servicing Support Specialist to join our team in Columbia, South Carolina. This contract-to-permanent position offers an opportunity to assist borrowers in managing their loans, resolving concerns, and exploring alternative solutions. The role requires a proactive approach to customer service and adherence to industry regulations.

Responsibilities :

• Guide borrowers through detailed mortgage loan information, explaining payment terms and addressing inquiries.
• Collect and document payments while maintaining accurate account records.
• Educate borrowers on available options and alternative solutions to bring their loans current.
• Conduct inbound and outbound calls to communicate effectively with borrowers.
• Provide restructuring or refinancing alternatives for borrowers transitioning to standard mortgage products.
• Negotiate reasonable payment arrangements with delinquent borrowers for review by team leads.
• Assemble and complete "Request for Mortgage Assistance" packages in accordance with policies and procedures.
• Escalate complex borrower cases to Loss Mitigation associates when necessary.
• Assist borrowers with loan servicing website navigation, including payments, denied access, and password resets.
• Address inquiries related to escrow, loss drafts, closing documents, and other loan servicing functions.
• High school diploma or equivalent work experience.
• Minimum of one year of collections experience in a customer service or call center environment, or loan servicing experience.
• Familiarity with the Banking, Mortgage, or Loan Servicing industries is preferred.
• Proficiency in loan administration, mortgage processing, and collections.
• Knowledge of relevant computer software and the Fair Debt Collection Practices Act.
• Strong verbal communication skills for effective borrower interaction.
• Basic to intermediate math skills, including the ability to perform accurate calculations.
• Ability to understand collection issues and collaborate on alternative solutions.