Customer Service Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
As a Customer Service Specialist, you’ll be their first point of contact to provide support regarding mortgage accounts, payments, and general inquiries. This role is responsible for ensuring a positive customer experience while maintaining compliance with mortgage servicing regulations and company policies.

You’ll work closely with Customer Service Supervisors and support lines of business to ensure each customer receives exceptional service.

Job Responsibilities:

- Respond to inbound calls, emails, and chat inquiries from customers regarding loan status, payments, and account information
- Assist customers through troubleshooting, navigating the company site, or answering questions regarding their account including payment related inquiries, document requests, and payoff requests
- Provide accurate and timely information on mortgage products, statements, and processes
- Research and resolve customer issues and escalate complex cases when necessary
- Monitor and manage early stage, Pre30 accounts using designated collection techniques
- Maintain detailed and accurate customer records in loan servicing system
- Ensure all communication meets regulatory and company compliance standards
- Stay current on company products, services, and updates to effectively assist customers
- Provide compassionate, solutions-focused support to customers in imminent default situations

Qualifications and Skills:

- Excellent communication and customer service skills.
- Excellent prioritization and time management skills.
- Display strong analytical skills and ability to calculate payments
- Proficient with Microsoft Office applications.
- Ability to handle high call volumes while maintaining quality and accuracy
- Demonstrated patience, empathy, and professionalism in handling customer concerns
- High School Diploma or GED required (college degree is a plus)
- 2+ years of customer service experience, preferably in mortgage servicing, financial services or a call center environment
- Knowledge of GSE (Fannie Mae/Freddie Mac) servicing guidelines, preferred
- Proficiency in loan servicing system: LMS, preferred

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org .