Mortgage Customer Services Specialist at ASCENDING LLC

Richmond, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

06 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Collections, Customer service, Mortgage servicing, Loss mitigation, MSP Servicing System, Communication, Negotiation, Analytical skills, FHA guidelines, Client guidelines, Freddie Mac guidelines, VA guidelines, USDA guidelines, Payment processing, Documentation

Industry

IT Services and IT Consulting

Description

Mortgage Customer Services Specialist Richmond, VA (100% onsite) Long-term Contract-to-hire Schedule 1st–16th of each month: 9:30 a.m. – 6:00 p.m. 17th–end of month: 10:30 a.m. – 7:00 p.m. Last two weekends of each month: Work 3:00 p.m. – 7:00 p.m. on the preceding Wednesday Work 9:00 a.m. – 1:00 p.m. on Saturday Overview Seeking a customer-focused specialist to collect payments on early-stage mortgage accounts (1–2 months past due), resolve issues, and set up repayment plans. This role also handles inbound loss mitigation calls and discusses available options with borrowers, ensuring accurate documentation in the MSP Servicing System and adherence to FHA/Client/Freddie Mac/VA/USDA default servicing guidelines. Responsibilities Make outbound and handle inbound calls to borrowers 30–60 days past due; collect payments and negotiate payment arrangements. Take phone payments and set up structured repayment plans consistent with investor/insurer guidelines. Handle inbound loss mitigation calls; explain options, gather information, and route/record as appropriate. Assess borrower circumstances, identify root causes of delinquency, and work toward timely resolution. Document all borrower interactions, promises to pay, and outcomes accurately in MSP. Adhere to applicable servicing and default guidelines; follow internal policies and quality standards. Meet performance metrics for right-party contacts, cure rates, and call quality while maintaining excellent customer service. Knowledge and Skill Requirements Collections or customer service experience (mortgage servicing preferred). Working knowledge of FHA, Client, Freddie Mac, VA, and USDA default servicing guidelines. Proficiency with the MSP Servicing System. Strong communication, negotiation, and analytical skills. Ability to manage priorities and maintain accuracy in a fast-paced, phone-intensive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Responsibilities

The specialist will manage outbound and inbound calls to collect payments on past-due mortgage accounts and negotiate repayment plans. They are also responsible for handling loss mitigation inquiries and accurately documenting all borrower interactions within the MSP Servicing System.