Job Description

Our client is seeking an experienced Mortgage Service Specialist to support customers with Home Equity Line of Credit (HELOC) servicing. This role will focus primarily on proactive outbound outreach to customers approaching the end of their HELOC draw period, providing information about available options and connecting members with the appropriate team for additional assistance.

Key Responsibilities

• Make outbound calls to customers nearing the end of their HELOC draw period.
• Explain available options and answer customer questions regarding HELOC servicing.
• Transfer customers seeking additional assistance to the appropriate internal team.
• Provide inbound call center support as needed, responding to HELOC questions and customer inquiries.
• Update Excel spreadsheets with customer information, call results, and activity tracking.
• Accurately document and notate customer accounts following each interaction.
• Use Word, Excel, and Outlook to communicate results, maintain records, and collaborate with internal teams.

Required Qualifications

• 2+ years of Mortgage/Home Equity experience
• 2+ years of outbound sales or service experience
• 5+ years of customer service experience
• Strong verbal and written communication skills
• Strong attention to detail and accurate documentation skills
• Proficiency with Microsoft Excel, Word, and Outlook
• Ability to work onsite 5 days a week