Customer Service Specialist/Early Stage Collections

As the Customer Service Specialist, you are responsible for servicing mortgage lending customers via verbal and written communication through duties including, but not limited to, answering questions, handling complaints, documenting conversations, sending required letters, and maintaining loan files.

 

How you will do it:

• Communicating with other departments about loan payments and/or borrower files.
• Maintaining borrower relationships in a friendly professional manner.
• Documenting customer complaints and all communications between borrower and Cascade to ensure resolution and a complete loan file.
• Generating payoffs, verification of mortgage and other requested documents.
• Accepting loan payments by phone from current borrowers.
• Researching information relating to specific job duties.
• Using a blend of Manual and Automated Outbound calling strategies to locate delinquent homeowners, contact them, identify their issue, and set up payments that cure delinquencies.
• Contacting homeowners more frequently as their delinquency increases via Outbound dialing strategies.
• Assisting with other duties, as necessary.

 

What you will need to join Cascade:

• Microsoft Word and Excel experience a must.
• Experience with Fiserv's LoanServ mortgage servicing software strongly preferred.
• Prior mortgage experience required.
• Strong working knowledge of mortgage, document custody, and manufactured housing industry required.
• Spanish speaking a plus.
• Comprehensive knowledge of various regulations governing mortgage servicing processes, not limited to TILA, RESPA, NACHA, FCRA, etc.
• Ability to communicate clearly and effectively with clients and employees to create a positive and cooperative work environment.
• Excellent listening, organizational, interpersonal and time management skills.
• Ability to work as a team member.