Consumer Care Call Center Agent (Mortgage Servicing) (Detroit, MI)

POSITION OVERVIEW: 

CMG Financial is hiring on-site Mortgage Servicing Consumer Care Call Center Agents to work at the Consumer Contact Center located in Troy, MI/Detroit/MI. The Agents are responsible for providing exceptional customer service to borrowers by handling inquiries related to their mortgage loans. This role involves assisting borrowers with account information, payments, and resolving any issues they may encounter. The agent ensures that all borrower interactions are handled professionally, efficiently, and in compliance with company policies and regulatory requirements.

We will be hiring for 3 tiers of Consumer Care Call Center Agents depending on experience and skill level.  

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Customer Service:
  • Answer incoming calls from borrowers regarding their mortgage accounts.
  • Provide accurate and timely information about account balances, payment histories, and other mortgage-related inquiries.
  • Assist borrowers with making payments, setting up automatic payments, and other account management tasks.

• Issue Resolution:
  • Address and resolve borrower complaints and issues, escalating to the appropriate department when necessary.
  • Investigate and resolve payment discrepancies, escrow issues, and other account-related concerns.
  • Follow up with borrowers to ensure satisfactory resolution of their issues.
• Account Management:
  • Update borrower information in the company’s CRM system, ensuring accuracy and completeness.
  • Process requests for account statements, payoff quotes, and other documentation.
  • Assist borrowers with loan modification applications and other loss mitigation options.
• Compliance and Quality Assurance:
  • Adhere to all company policies, procedures, and regulatory requirements.
  • Maintain confidentiality of borrower information and ensure data security.
  • Participate in quality assurance activities, including call monitoring and feedback sessions.
• Collaboration and Communication:
  • Work closely with other departments, including collections, underwriting, and servicing, to facilitate borrower solutions.
  • Communicate effectively with team members and supervisors to share information and updates.
  • Participate in team meetings, training sessions, and professional development activities.
• Servicing Topics:
  • Account Maintenance, Payment Reminder Calls, Payments (30+ days), Contact Information Updates, Website Assistance, Complaints, Loan Balances, Retention/Recapture, Document Requestions, Payoffs, Credit Corrections, Recasts, FEMA Claims, Collections, and Escrow

QUALIFICATIONS AND EXPERIENCE:

• Must be able to work on-site at our new Servicing Center in Troy, MI (Detroit Area)
• High school diploma or equivalent; Associate or Bachelor degree preferred.
• Minimum of 1-4 years of experience in customer service, call center, or mortgage servicing.
• Strong understanding of mortgage loan processes and servicing.
• Excellent communication and interpersonal skills.
• Ability to handle high call volumes and manage multiple tasks in a fast-paced environment.
• Proficiency in using CRM systems and other relevant software applications.
• Detail-oriented with strong problem-solving skills.
• Knowledge of regulatory requirements and industry best practices is a plus.

WORKING CONDITIONS:

• Full-time position, typically Monday through Friday, with occasional evening or weekend shifts as needed.
• Consumer Contact Center environment with standard business hours.
• Ability to work in a fast-paced and high-stress environment.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: N/A

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

COMPENSATION

CMG pays a competitive hourly rate which ranges from $20.00 to $26.00 per hour. Factors that affect salary may include: Mortgage Loan Processing, Mortgage Servicing, Call Center Operations and Customer Service experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customer's, and education.