The Loan Servicing Customer Relations Support Specialist is responsible for supporting customers with their loan servicing inquiries and processing requests such as payoff statements. The role involves following established procedures, handling emails, researching in servicing systems, and ensuring a smooth customer experience.
- Respond to customer queries via email or phone and provide accurate loan information.
- Process payoff statement requests and related servicing tasks within defined timelines.
- Research and resolve issues using ICE MSP and ICE Encompass systems.
- Coordinate with internal departments on borrower inquiries or loan status updates.
- Maintain accurate records and ensure all tasks meet quality and service standards.
- Support teammates and escalate complex issues as needed.
- Deliver excellent customer service and uphold company values.
- Education: Minimum 12th grade/diploma; bachelors degree preferred.
- Experience: 23 years in US Mortgage or Loan Servicing Operations.
- Basic understanding of loan boarding, servicing processes, and quality control.
- Knowledge of ICE MSP and Encompass preferred.
- Proficiency in Microsoft Office, Outlook, and data entry.
- Strong communication, organization, and multitasking skills.
- Ability to work night shifts and collaborate effectively in a team.
- ICE MSP
- ICE Encompass
- Microsoft Office Suite (Outlook, Excel, Word)
- DocuSign or similar e-signature platforms
- Zoom / Microsoft Teams
Location: Chennai.
Shift timings will be 6 pm to 3 am IST and 7 pm to 4 am during daylight savings.
