Customer Service Representative- Mortgage Servicing at Sutherland

Tulsa, Oklahoma, United States -

Full Time

Start Date

Immediate

Expiry Date

26 Feb, 26

Salary

0.0

Posted On

28 Nov, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Mortgage Knowledge, Time Management, Problem Solving, Collections, Complaint Handling, Account Management, Payment Processing, Follow-Up, Escalation, Demographic Changes, Bankruptcy, Foreclosure, Negotiation, Adaptability

Industry

IT Services and IT Consulting

Description

Company Description THIS ROLE IS ON-SITE IN OUR TULSA, OK OFFICE. $1,000 Sign-On Bonus Awarded 30 days after successful graduation, certification, and independent call handling. Potential WAH After 6 Months Eligibility determined by performance and Management discretion. Sutherland Mortgage Services Inc. is a premier nationwide provider of end-to-end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers. We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace. Sutherland is seeking Mortgage Servicing Customer Service Representatives who have experience providing borrowers with assistance for their mortgage servicing needs. Prior experience preferred. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! Job Description Demographic changes (e.g., address, name, email, authorized to speak with) Answering collection calls originated by customer ("Inbound") and originate phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call. Statement inquiries and requests Phone payments and inquiries Extensions Due date changes Bankruptcy/foreclosure Account credit history review Complaint handling Collections Account cure and liquidation negotiations (e.g., extension, payment options) Payoffs, escrow, document requests, account status, billing inquiries, and web support. Respond to customer inquiries regarding their mortgage loans primarily via Servicer’s customer service telephone lines. Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response. Utilize Servicer-provided scripted materials to provide solutions to customers. Follow-ups with customers with escalated issues or requesting a call back Escalate matters to appropriate members of the team as needed. Follow the procedures, related materials, and other instructions for customer password resets as provided by Servicer and to accept calls from mortgage servicing customers and manage these calls through completion Qualifications Our most successful candidates will have: At least 1+ years customer service experience. Experience in working with people on different levels Strong communication skills, verbal and written Excellent mortgage skills and knowledge Strong time management skills Candidates should be open to flexible scheduling options and the ability to adapt/change as needed. Experience with MSP as asset #INDSP Additional Information Department Hours of Operation: Monday- Friday 7am - 8pm CST Saturday 7am-4pm CST Sunday- Closed EEOC and Veteran Documentation During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status. At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file. Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.

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Responsibilities

The Customer Service Representative will assist borrowers with their mortgage servicing needs, including handling inbound and outbound calls related to payment methods and account inquiries. They will provide solutions using scripted materials and escalate issues as necessary.