Position Overview
serve as a second line of defense for inbound consumer calls. This role is critical in resolving complex or escalated customer issues, ensuring a positive experience while protecting the business through professional, compliant, and empathetic communication.
The ideal candidate is calm under pressure, excels in customer service, and has the ability to de escalate sensitive situations with confidence and care. Experience within a mortgage servicing or call center environment is a strong plus.
Key Responsibilities
Serve as the second point of contact for escalated consumer calls and inquiries
Professionally handle complex, sensitive, or high emotion customer situations
De escalate concerns while delivering clear, accurate, and compliant information
Resolve issues efficiently while maintaining a customer first mindset
Document interactions thoroughly and accurately in internal systems
Partner with internal teams to research, escalate, or resolve issues as needed
Ensure adherence to company policies, procedures, and regulatory requirements
Represent the organization with professionalism, empathy, and accountability
Qualifications & Skills
Excellent customer service and communication skills (verbal and written)
Proven ability to diffuse tense or emotional situations calmly and effectively
Strong problem solving skills with attention to detail
Experience in a call center or customer service environment required
Mortgage servicing center experience strongly preferred
Ability to navigate multiple systems and tools simultaneously
Comfortable working in a fast paced, high volume environment
Reliable, adaptable, and able to work independently and as part of a team
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