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CMG Financial · 4 weeks ago

Call Center Consumer Care Agent (Mortgage Servicing) (Troy, MI)

Troy, Michigan

Full-time

Hybrid

Entry, Mid Level

$20/hr - $22/hr

1+ years exp

CMG Financial is hiring on-site Mortgage Servicing Consumer Care Call Center Agents to work at the Consumer Contact Center located in Troy, MI. The Agents are responsible for providing exceptional customer service to borrowers by handling inquiries related to their mortgage loans and ensuring compliance with company policies and regulatory requirements.

BankingMortgage

Growth Opportunities

Responsibilities

Answer incoming calls from borrowers regarding their mortgage accounts

Provide accurate and timely information about account balances, payment histories, and other mortgage-related inquiries

Assist borrowers with making payments, setting up automatic payments, and other account management tasks

Address and resolve borrower complaints and issues, escalating to the appropriate department when necessary

Investigate and resolve payment discrepancies, escrow issues, and other account-related concerns

Follow up with borrowers to ensure satisfactory resolution of their issues

Update borrower information in the company’s CRM system, ensuring accuracy and completeness

Process requests for account statements, payoff quotes, and other documentation

Assist borrowers with loan modification applications and other loss mitigation options

Adhere to all company policies, procedures, and regulatory requirements

Maintain confidentiality of borrower information and ensure data security

Participate in quality assurance activities, including call monitoring and feedback sessions

Work closely with other departments, including collections, underwriting, and servicing, to facilitate borrower solutions

Communicate effectively with team members and supervisors to share information and updates

Participate in team meetings, training sessions, and professional development activities

Account Maintenance, Payment Reminder Calls, Payments (30+ days), Contact Information Updates, Website Assistance, Complaints, Loan Balances, Retention/Recapture, Document Requestions, Payoffs, Credit Corrections, Recasts, FEMA Claims, Collections, and Escrow