Loan Servicing Support Specialist

Description

About the Role

The Loan Servicing Support Specialist is the steady, behind-the-scenes presence supporting Homewise homeowners after they've closed on their homes. While other roles focus on getting a customer to close, your work begins where theirs ends, making sure the loan stays on track, the records stay clean, and every homeowner has someone to call when a question comes up.

You'll report to Homewise's Loan Servicing Manager and work alongside our coaching, lending, and real estate teams to ensure every client experiences a seamless transition into homeownership - and steady support long after. People who thrive in this role enjoy both halves of the work: the methodical satisfaction of keeping records in good order, and the live, in-the-moment human side be it a quick question or a harder conversation.

You'll Be a Great Fit If:

• You appreciate that customer service comes from understanding the issue, not from a script.
• You listen first, solve problems second.
• You're warm and respectful, people leave every interaction feeling seen and understood.
• You stay composed under pressure.
• You're detail-oriented.
• You're flexible.
• You're a strong collaborator who builds working relationships across teams and reaches out for help when you need it.
• You're comfortable with technology, and you pick up new systems readily.
• You’re bilingual in Spanish and English, since some Homewise homeowners are Spanish speakers.

What You'll Be Doing

• Auditing, tracking, and managing the receipt of final mortgage documents - including recorded security instruments, title policies, and assignments of mortgage.
• Coordinating with title companies, county offices, and document custodians to resolve missing or inaccurate documentation.
• Maintaining an accurate tracking system that keeps all required documents on schedule and in compliance.
• Helping customers with loan servicing questions and issues, in person and over the phone.
• Supporting monthly collection efforts through outbound calls and follow-up communication, with a customer-service-first approach.
• Preparing Verification of Mortgage (VOM) documentation as requested.
• Coordinating with title companies and financial institutions to prepare and verify the accuracy of payoff requests.
• Partnering with internal teams to maintain a high service standard, while ensuring compliance with all applicable regulations, policies, and procedures.

Requirements

Minimum Requirements

• Some Customer Service experience
• High School Diploma or equivalent
• Ability to work in office during Homewise’s core hours: Monday-Friday, 8:00AM-5:00PM
• This is largely a sedentary role; it requires the ability to sit or stand for extended periods of time.
• Must be able to occasionally lift objects up to 20 pounds
• This position is located in our Santa Fe office