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Loan Servicing Specialist

Lake Forest, CA


  • Verify information in the Loan Servicing system, and ensure data integrity
  • Adjust and/or correct data records as needed
  • Place borrower welcome calls, and handle inbound/outbound collection calls, following required collection protocol
  • Able to manage high volume of calls while maintaining adherence to standard call center metrics, i.e. After call work, Average Speed of answer, Abandonment Rate, Average Handle Time, etc
  • Research and respond to customer inquiries regarding their mortgage accounts
  • Prepare letters, forms, and other loan servicing documents, including any additions or updates to the loan servicing system as required
  • Assist with various other projects as assigned

  • Bachelor's Degree preferred (may substitute equivalent relevant work experience)
  • High School Graduate or equivalent
  • Minimum one year of default servicing required, specifically in bankruptcy and foreclosure
  • Minimum one year of customer service or call center experience required
  • Some debt collection experience preferred
  • Effective communication skills, including excellent customer service skills with a respectful demeanor is required; must enjoy people and use only legally permitted collection tactics
  • Efficient in time management, detail oriented, and able to work well in a fast-paced environment and with a positive attitude
  • Proficiency in Microsoft Office Suite (i.e. Excel, Outlook, Word, etc.)
  • Familiarity with mortgage industry software and online apps
  • Experience in a Call Center environment and understanding of key performance metrics are a plus
  • Bilingual in Spanish is a plus

  • Remote
  • Medical, dental, vision, and 401k plan options
  • Vacation, Sick and 10 Paid Holidays
  • Product Knowledge and Personal Development Courses available to all employees to provide growth opportunities

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