Job Title: Customer Service Associate – US Mortgage (Email & Chat Support)
Job Summary:
We are seeking a Back Office Customer Service Associate who will manage borrower inquiries via email and chat for our U.S. mortgage servicing processes. The role requires strong written communication skills, attention to detail, and a solid understanding of mortgage servicing regulations. The associate will handle queries related to loan payments, escrow, payoff, and general account servicing while ensuring compliance with RESPA, TILA, and CFPB guidelines.
Key Responsibilities:
Respond to borrower queries through email and chat in a timely and professional manner.
Handle inquiries related to loan payments, escrow analysis, property taxes, insurance, payoff quotes, and statements.
Research and resolve borrower concerns by collaborating with internal teams and updating systems.
Provide accurate and compliant information in line with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA).
Document all borrower interactions in servicing systems (e.g., Black Knight, FiServ, TEMPO or similar).
Maintain compliance with US mortgage regulations, data security policies, and company SOPs.
Meet service level agreements (SLA) for response time and accuracy.
Required Skills & Qualifications:
Technical Skills:
Proficiency with mortgage servicing systems (Black Knight, FiServ, TEMPO or similar).
Strong knowledge of Microsoft Office (Word, Excel, Outlook).
Familiarity with CRM/ticketing tools (JIRA preferred).
Mortgage Knowledge:
Clear understanding of the loan life cycle: Origination, Servicing, Escrow, Payoff, Default.
Knowledge of RESPA, TILA, TRID, and CFPB regulations.
Experience handling escrow analysis, payoff quotes, and loan payment processing.
Core Skills:
Excellent written communication skills with a professional tone.
Strong analytical and problem-solving skills.
High attention to detail and accuracy.
Ability to handle multiple cases and prioritize tasks under deadlines.
Behavioral Skills:
Customer-focused approach with empathy and patience.
Ability to adapt to US time zone shifts and dynamic work environments.
Team player with strong interpersonal skills.
Experience:
2–3 years of experience in mortgage servicing back-office operations or email/chat customer support.
