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Mortgage Customer Services SpecialistASCENDING • Richmond, VA, US
Mortgage Customer Services Specialist

Mortgage Customer Services Specialist

ASCENDING • Richmond, VA, US
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

Mortgage Customer Services Specialist Richmond, VA (100% onsite) Long-term Contract-to-hire Schedule 1st–16th of each month:

  • 9:30 a.m. – 6:00 p.m. 17th–end of month: 10:30 a.m. – 7:00 p.m.

Last two weekends of each month:

  • Work 3:00 p.m. – 7:00 p.m. on the preceding Wednesday Work 9:00 a.m. – 1:00 p.m. on Saturday Overview Seeking a customer-focused specialist to collect payments on early-stage mortgage accounts (1–2 months past due), resolve issues, and set up repayment plans.
  • This role also handles inbound loss mitigation calls and discusses available options with borrowers, ensuring accurate documentation in the MSP Servicing System and adherence to FHA/Client/Freddie Mac/VA/USDA default servicing guidelines.
  • Responsibilities Make outbound and handle inbound calls to borrowers 30–60 days past due; collect payments and negotiate payment arrangements.
  • Take phone payments and set up structured repayment plans consistent with investor/insurer guidelines.
  • Handle inbound loss mitigation calls; explain options, gather information, and route/record as appropriate.
  • Assess borrower circumstances, identify root causes of delinquency, and work toward timely resolution.
  • Document all borrower interactions, promises to pay, and outcomes accurately in MSP.
  • Adhere to applicable servicing and default guidelines; follow internal policies and quality standards.
  • Meet performance metrics for right-party contacts, cure rates, and call quality while maintaining excellent customer service.
  • Knowledge and Skill Requirements Collections or customer service experience (mortgage servicing preferred).
  • Working knowledge of FHA, Client, Freddie Mac, VA, and USDA default servicing guidelines.
  • Proficiency with the MSP Servicing System.
  • Strong communication, negotiation, and analytical skills.
  • Ability to manage priorities and maintain accuracy in a fast-paced, phone-intensive environment.
  • All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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Mortgage Customer Services Specialist • Richmond, VA, US

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