Customer Resolution Specialist

Who We Are

ServiceMac is a new sub-servicing entity backed by some of the leading practitioners of the mortgage servicing industry. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability. Our inclusive, people-first culture has earned our company numerous accolades, including being named to the Fortune 100 Best Companies to Work For® list for nine consecutive years. We have also earned awards as a best place to work for women, diversity and LGBTQ+ employees, and have been included on more than 50 regional best places to work lists. First American will always strive to be a great place to work, for all.

What We Do

The Customer Resolution Specialist will be responsible for investigating and resolving customer complaints related to mortgage servicing issues. This role requires a customer-centric approach, attention to detail, and the ability to manage sensitive and complex situations. The Specialist will act as a liaison between the customer and the company, ensuring timely, accurate, and empathetic responses to concerns while maintaining compliance with regulatory requirements and company policies.

What You’ll Do

• Investigate and resolve customer complaints related to mortgage servicing, including issues with billing, payment processing, escrow accounts, loan modifications, and foreclosure prevention. 
• Track, document, and manage complaints from receipt to resolution, ensuring all customer interactions are appropriately recorded and addressed in a timely manner. 
• Communicate with customers via phone, email, or written correspondence, providing clear, empathetic, and professional responses to inquiries and concerns. 
• Work cross-functionally with internal departments such as loan servicing, legal, and compliance to resolve complaints and ensure alignment with policies and regulations. 
• Ensure all complaints are handled in compliance with federal, state, and local regulations, including but not limited to CFPB guidelines, HUD, and other mortgage servicing laws. 
• Identify root causes of complaints and recommend process improvements to reduce future issues and enhance customer satisfaction. 
• Advocate for the customer while balancing the needs of the company, ensuring fair and effective resolution of issues. 
• Maintain accurate and thorough documentation of all complaint cases, resolutions, and escalations for audit and reporting purposes. 

What You’ll Bring

• Bachelor’s degree in business, finance, or a related field is preferred. 
• Minimum of 5 years of experience in customer service or mortgage servicing, with a strong background in handling complaints, disputes, or customer escalations. Experience in mortgage servicing, collections, or foreclosure processes is highly desirable. 
• Familiarity with the Consumer Financial Protection Bureau (CFPB) guidelines and mortgage servicing regulations. 
• Ability to sit for extended periods while using a computer and phone. 
• Ability to work in a standard office environment with minimal physical demands. 

Skills: 

• Strong communication skills, both verbal and written, with an ability to communicate clearly, professionally, and empathetically. 
• Excellent problem-solving and critical-thinking abilities. 
• Knowledge of mortgage servicing practices, regulations, and compliance requirements. 
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook). 
• Ability to manage multiple cases and prioritize tasks effectively in a fast-paced environment. 

Personal Attributes: 

• Strong conflict resolution and negotiation skills. 
• Ability to work independently and as part of a team. 
• Empathetic and customer-focused with the ability to maintain professionalism under pressure. 
• Strong attention to detail and organizational skills. 

Salary Range: $20.72 - $34.53 Hourly

This hiring range is a reasonable estimate of the base pay range for this position at the time of posting.  Pay is based on a number of factors which may include job-related knowledge, skills, experience, business requirements and geographic location.

What We Offer

By choice, we don’t simply accept individuality – we embrace it, we support it, and we thrive on it! Our People First Culture celebrates diversity, equity and inclusion not simply because it’s the right thing to do, but also because it’s the key to our success. We are proud to foster an authentic and inclusive workplace For All. You are free and encouraged to bring your entire, unique self to work. First American is an equal opportunity employer in every sense of the term.Based on eligibility, First American offers a comprehensive benefits package including medical, dental, vision, 401k, PTO/paid sick leave and other great benefits like an employee stock purchase plan.