Customer Triage Specialist
Customer Triage Specialist
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Job Description
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Job Title: Customer Triage Specialist
Manager: Clarice Shepherd
Location: Hybrid to Plano TX ( in office 13 days/week)
Duration: through 5/2/2025 (possibility to extend)
W2 Only: (possibility to convert)
ADDITIONAL DFETAILS:
- Must be local currently onsite a few times a month but may increase to a few times a week
- some mortgage experience required
- Will be on the phone with customers
The client is seeking a Customer Triage Specialist. This is a hybrid position in Plano TX. Will need to be in office 13 days/week.
Key Job Functions
o Communicates with homeowners and/or their representatives and internal/external stakeholders to facilitate the research and resolution of highexposure inquiries relating to modification requests payment disputes escrow miscalculations mortgage release eligibility and general loan servicing issues
o Ability to analyze interaction complexity identify root causes of issues and effectively communicates solutions.
o Provides subject matter expertise on behalf of Fannie Mae to our Renters Borrowers and other consumers.
o Ability to research and correlate varied resources to draw sound conclusions and propose solutions.
o Must enjoy working in a fastpaced environment and demonstrate ability to prioritize and meet pressing deadlines.
o Must exhibit intellectual integrity strong influencing skills and an ability to identify deficiencies in loan servicing and/or internal processes and procedures.
o Must be flexible with working weekends and evening as business requires
Qualifications
o 3 years experience in mortgage servicing loss mitigation or equivalent experience in oversight of default management is a plus
o Strong knowledge of the mortgage industry with outstanding analytical and problemsolving skills
o Superior written and oral communication skills with strong relationship management skills
o Knowledge of servicing policy related to loss mitigation investor reporting and accounting risk management operational controls and default management and the ability to identify gaps in existing policy and current processes
o Proficiency in Microsoft Office Suite and be comfortable working in hybrid environment and utilizing remote work technology
Top skills:
Customer service mortgage servicing skills problem solving team player
Employment Type
Full Time
