Reports to: Loan Servicing Manager

Classification: Full-Time / Exempt

Supervisory Responsibilities: No

Position Mission:

Homewise is seeking a Loan Servicing Support Specialist to provide customer support in the Loan Servicing Department. This role is critical in supporting Homewise, Inc. and all associated entities. 

Essential Duties and Responsibilities:

• Audit, track, and manage the receipt of final mortgage documents, including recorded security instruments, title policies, and assignments of mortgage. 
• Coordinate with title companies, county offices, and document custodians to resolve missing or inaccurate documentation. 
• Maintain an organized and accurate tracking system to ensure timely submission and compliance of all required documents. 

Customer & Servicing Support

• Assist customers with loan servicing questions and issues, both in person and over the phone. 
• Support monthly collection efforts through outbound calls and follow-up communication. 
• Prepare Verification of Mortgage (VOM) documentation as requested. 
• Coordinate with title companies and financial institutions to prepare and ensure accuracy of payoff requests. 

Collaboration & Compliance

• Partner closely with internal teams, including Home Purchase Advisors, Real Estate Sales, Real Estate Development, and Lending, to ensure a high standard of service. 
• Perform additional duties as assigned. 
• Ensure compliance with all applicable regulations, policies, and procedures.

Expected Outcomes

• All customer calls and emails are returned within one business day. 
• High levels of satisfaction among both internal and external customers. 

Core Competencies

• Customer Service: Demonstrates exceptional responsiveness to internal and external customer needs, consistently exceeding expectations and adhering to Homewise, Inc. Customer Service Standards. 
• Active Listening: Allows others to speak, seeks to understand differing viewpoints, and responds thoughtfully. 
• Communication: Communicates clearly and effectively, both verbally and in writing, while maintaining professionalism across all channels, including email. 
• Flexibility & Adaptability: Adjusts quickly to changing priorities and conditions; effectively manages complexity and change. 
• Teamwork: Collaborates proactively with peers and supervisors to build strong, productive working relationships. 
• Composure Under Pressure: Maintains consistent performance and professionalism in high-pressure or stressful situations. 
• Technical Proficiency: Demonstrates competency in Microsoft Excel, Word, Outlook, and other relevant software applications. 
• Attention to Detail: Ensures accuracy and completeness; does not allow critical details to be overlooked. 
• High Standards: Holds self and team accountable to a high level of performance and quality.

Preferred Requirements:

•Ability to communicate in English and Spanish; written and verbally.

Physical Requirements:

•This is largely a sedentary role.

•Must be able to occasionally lift objects up to 20 pounds.