Customer Service Representative

The Customer Service Specialist is responsible for providing exceptional service to mortgage lending customers through both verbal and written communication. Your duties include, but are not limited to, answering inquiries, resolving complaints, maintaining accurate loan files, processing payments, and performing early-stage collections on newly delinquent accounts to encourage timely payments and address minor repayment issues. You will be a key point of contact for borrowers, ensuring a positive and professional relationship with Cascade Financial Services.

How you’ll do it:

• Service mortgage lending customers via inbound and outbound calls, and written communication.
• Answer customer inquiries about their mortgage loan, including payment status, escrow, statements, and general loan information.
• Handle and resolve customer complaints, escalating complex issues to appropriate departments when necessary.
• Conduct early-stage collections on delinquent mortgage accounts (typically 4-15 days past due) through both inbound and outbound calls. This includes:
• Proactively contacting borrowers to remind them of upcoming or recently missed payments.
• Understanding reasons for minor delinquency.
• Educating borrowers on payment options and methods.
• Securing promises to pay and documenting all commitments.
• Helping with basic repayment issues before escalation to dedicated Collections/Loan Counselor teams.
• Document all communications between the borrower and Cascade Financial Services, as well as updating the servicing computer system to ensure a complete and accurate loan file.
• Communicate effectively with other departments (e.g., Collections, Escrow, Loss Mitigation) about loan payments, borrower files, and issue resolution.
• Maintain borrower relationships in a friendly, professional, and empathetic manner.
• Generate payoffs, verification of mortgage, and other requested loan documents accurately and efficiently.
• Accept loan payments by phone from current borrowers, ensuring proper processing and adherence to payment handling procedures.
• Research information relating to specific job duties and borrower inquiries to provide accurate and complete responses.
• Assist with other duties as necessary, contributing to overall departmental efficiency and customer satisfaction.

What you’ll need to join Cascade:

• Experience: Prior experience in a customer service role, preferably within mortgage servicing or a financial services environment.
• Technical Skills:
• Microsoft Outlook, Word and Excel experience is strongly preferred.
• Experience with Sagent’s LoanServ mortgage servicing software strongly preferred.
• Knowledge:
• Prior mortgage experience a plus, demonstrating familiarity with mortgage loan concepts.
• Comprehensive knowledge of various regulations governing mortgage servicing processes, not limited to TILA, RESPA, NACHA, FCRA, etc.
• Basic understanding of early-stage collection principles and best practices.
• Soft Skills:
• 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.
• Strong problem-solving skills with a customer-centric approach.
• Ability to work as a team member and contribute positively to group objectives.
• Ability to adjust easily to work situations based on employee, group, or business needs.
• Ability to work well under pressure in a fast-paced environment.
• Language: Spanish speaking a plus.