Mortgage Servicing Representative

Job Description

Sutherland is seeking Mortgage Servicing Customer Service Representatives who have experience providing borrowers with assistance for their mortgage servicing needs. Prior experience preferred.

If you are looking to build a fulfilling career and are confident you have the skills and experience to  help us succeed, we want to work with you!

About Us

Sutherland Mortgage Services Inc. is a premier nationwide provider of end-to-end mortgage solutions including originations, underwriting, processing, closing, post-closing and loan servicing support for over 30 years. We offer an unmatched ability to deliver the highest value and greatest returns to our customers. We are a collaborative, considerate and friendly team that prioritizes having a diverse, inclusive, and respectful workplace. 

The role:

• Customer Service
  • Demographic changes (e.g., address, name, email, authorized to speak with)
  • Answering collection calls originated by customer ("Inbound") and originate phone calls to borrowers’ residence and place of business on LiveVox software ("Outbound") for the purpose of using real time payment methods (i.e. Speedpay) and other loss mitigation alternatives to resolve delinquency and/or a loss mitigation status call.
  • Statement inquiries and requests
  • Phone payments and inquiries
  • Extensions
  • Due date changes
  • Bankruptcy/foreclosure
  • Account credit history review
  • Complaint handling
  • Collections
  • Account cure and liquidation negotiations (e.g., extension, payment options)
  • Payoffs, escrow, document requests, account status, billing inquiries, and web support.
  • Respond to customer inquiries regarding their mortgage loans primarily via Servicer’s customer service telephone lines.
  • Service customers by answering and listening to their phone calls regarding their mortgage loan, identifying the reason for the phone call and provide the customer with an appropriate response.
  • Utilize Servicer-provided scripted materials to provide solutions to customers.
• Follow-ups with customers with escalated issues or requesting a call back
• Escalate matters to appropriate members of the team as needed.
• Follow the procedures, related materials, and other instructions for customer password resets as provided by Servicer and to accept calls from mortgage servicing customers and manage these calls through completion

This position is located on-site at our Tulsa office.  However at manager discretion, employees may be permitted to work from home after 6 months.

We are offering a signing bonus of $1000, to be paid after successful completion of the training program.

Qualifications:

Our most successful candidates will have:

- At least 1+ years call center/customer service experience 

- Preferred experience in the mortgage or banking/financial services industry

- Experience in working with people on different levels

- Strong communication skills, verbal and written

- Excellent mortgage skills and knowledge

- Strong time management skills

- Candidates should be open to flexible scheduling options and the ability to adapt/change as needed. 

- Experience with MSP, preferred