### Location and Work Environment

• **Setting:** Hybrid remote, based in Tempe, AZ (85284)
• **Schedule:** Full-time, 37.5 hours per week; Monday to Friday, with 8-hour day shifts
• **Work Environment:** Call center

### Compensation and Benefits

• **Pay Rate:** Starting at $20.00 per hour
• **Benefits Include:**
• 401(k) with matching contributions
• Health, dental, and vision insurance
• Employee assistance and flexible spending programs
• Health savings account and life insurance
• Paid time off and training
• Tuition reimbursement program
• Retirement plan
• Referral program
• Option to work from home

### Educational and Experience Requirements

• **Education:** High school diploma or equivalent required; bachelor's degree preferred or relevant experience
• **Experience:**
• Minimum of 2 years in mortgage servicing
• Minimum of 3 years in a call center environment

### Key Responsibilities

• Manage inbound and outbound mortgage servicing calls, ensuring professionalism and courtesy.
• Address inquiries about payments, escrow analysis, insurance, and taxes.
• Handle escalated issues with a focus on resolution and customer satisfaction.
• Perform thorough research to address complex complaints, providing clear explanations to borrowers and clients.
• Operate in a fast-paced, metrics-driven environment while maintaining quality and productivity.
• Promote products and services to support customer satisfaction and retention.
• Collaborate with internal teams to address customer needs comprehensively.
• Mentor new hires and participate in process improvements.
• Complete assigned tasks and projects directed by supervisors.

### Qualifications and Skills

• Strong understanding of mortgage servicing practices and regulatory compliance.
• Proven ability to consistently meet performance metrics for at least 24 months.
• Completion of relevant leadership and escalation line training programs.
• Exceptional work ethic, adherence to schedules, and deadlines.
• Flexible and adaptable to changing environments and priorities.
• Effective verbal and written communication skills with strong problem-solving capabilities.
• Availability for night and weekend shifts as needed.

### Regulatory Knowledge

• Familiarity with relevant regulations, including the Telephone Consumer Protection Act, Regulation E, Regulation Z, Regulation X, Fair Credit Reporting Act, Homeowners Protection Act, Service member Civil Relief Act, and Flood Disaster Protection Act.

### Interaction with Stakeholders

• **External:** Interact with mortgagors, insurance agents, title insurance representatives, tax collectors, and investors.
• **Internal:** Collaborate with various departments, including Tax, Insurance, Cash Management, Collections, Special Products, and Payoff.

### Company Overview
The organization is a leader in the mortgage servicing industry, committed to providing exceptional customer service while upholding the highest standards of compliance and professionalism.
Employment Type: Full-Time