Customer Resolution Specialist (Remote)

Who We AreServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We DoThe Customer Resolution Specialist will be responsible for investigating and resolving customer complaints related to mortgage servicing issues. This role requires a customer-centric approach, attention to detail, and the ability to manage sensitive and complex situations. The Specialist will act as a liaison between the customer and the company, ensuring timely, accurate, and empathetic responses to concerns while maintaining compliance with regulatory requirements and company policies.

What You'll Do

•  Investigate and resolve customer complaints related to mortgage servicing, including issues with billing, payment processing, escrow accounts, loan modifications, and foreclosure prevention. 
• Track, document, and manage complaints from receipt to resolution, ensuring all customer interactions are appropriately recorded and addressed in a timely manner. 
• Communicate with customers via phone, email, or written correspondence, providing clear, empathetic, and professional responses to inquiries and concerns. 
• Work cross-functionally with internal departments such as loan servicing, legal, and compliance to resolve complaints and ensure alignment with policies and regulations. 
• Ensure all complaints are handled in compliance with federal, state, and local regulations, including but not limited to CFPB guidelines, HUD, and other mortgage servicing laws. 
• Identify root causes of complaints and recommend process improvements to reduce future issues and enhance customer satisfaction. 
• Advocate for the customer while balancing the needs of the company, ensuring fair and effective resolution of issues. 
• Maintain accurate and thorough documentation of all complaint cases, resolutions, and escalations for audit and reporting purposes. 

 

What You'll Bring

•  Bachelor’s degree in business, finance, or a related field is preferred. 
• Minimum of 5 years of experience in customer service …