We’re LendingHome. We’re on a mission to revolutionize the world of mortgages and put the power, and the keys, where they belong—in your hands.
The LendingHome Servicing Team is the primary point of contact for our customers after a loan is approved. Our goal is to provide the best mortgage experience for our customers and keep them coming back.
This role completes all transactions associated with loan activity, including monthly payments, loan modifications, refinances, and payoffs. This role is also the first point of contact for customers and handles/resolves any incoming inquiries and requests.
Resolves incoming customer-inquiries and requests related to mortgage loans
Proactively manages own portfolio of loans in terms of managing monthly mortgage payment, loan modifications, and payoffs
Reach out to borrowers to resolve any issues with payments and payment accounts
Work with other servicing teams to identify borrowers who are at risk of default and determine the best approach
Mentors and trains new hires in the customer service team
Work with compliance team to develop new policies and procedures
Resolves escalated customer inquiries in addition to general inquiries
Process payoff and verification of mortgage
Document all customer interaction in LendingHome’s system of record
Minimum 2 years customer service related experience in the mortgage industry
Leadership/team-lead experience preferred
Project management experience preferred
Build relationships and work closely in a team environment
Ability to understand customer issues and own any issue through resolution
Clearly communicate the life-cycle of a mortgage from start to finish and have knowledge of the processing steps involved
Knowledge of Excel or spreadsheet equivalent experience, Microsoft Office
Knowledge of TCPA, FDCPA and Mortgage related CFPB guidelines preferred
Knowledge of Tax, Escrow Analysis, Mortgage Insurance and Hazard Insurance preferred
Experience with zendesk or related platform a plus