Mortgage Servicing Customer Service Representative

Company Description Moder is a tech-forward outsourcing company focused on improving the financial health of organizations in the US mortgage, insurance, and banking industries. Founded in December 2020, Moder supports clients with top talent, workflow best practices, and modern technology to enhance in-house processes. The company provides both end-to-end and component-based outsourcing solutions, ranging from one-off projects to serving as an extension of customer service and operations teams. Moder's leadership comprises outsourcing and financial services experts with decades of experience on both the client and provider sides, ensuring high standards of service and delivery. Moder is American-owned, based in the US, with offices in India and the Philippines (NMLS ID# 1186374; licensing information available via NMLS Consumer Access).

Role Description

The Mortgage Servicing Customer Service Representative is responsible for supporting borrowers with inquiries related to their mortgage accounts. Day-to-day tasks include handling inbound and outbound customer calls, responding to email or chat inquiries, and providing accurate information on payments, escrow, statements, and account status. The representative will research and resolve servicing issues, document interactions in internal systems, and follow established workflows and regulatory guidelines. The role also involves coordinating with internal teams to escalate complex cases, maintaining service-level commitments, and contributing to a positive borrower experience. This is a full-time position requiring consistent, reliable availability during assigned shifts.

Qualifications

• Customer service and communication skills: Strong verbal and written communication, active listening, and a customer-focused approach to resolving issues.
• Mortgage servicing and financial knowledge: Familiarity with mortgage servicing processes, loan terms, escrow, and basic banking or financial services concepts.
• Technical and systems proficiency: Ability to work in multiple software platforms, CRM tools, call center systems, and maintain accurate digital records.
• Organization and problem-solving: Skilled in prioritizing tasks, managing high call volumes, researching account discrepancies, and following structured workflows.
• Compliance and attention to detail: Careful adherence to regulatory guidelines, internal policies, and data privacy standards, with thorough documentation of all interactions.
• Experience and education: Previous experience in mortgage servicing, banking, or call center environments preferred; high school diploma or equivalent required, associate or bachelor's degree in a related field is a plus.
• Work style and availability: Ability to work independently in a remote setting, meet performance metrics, adapt to changing processes, and maintain reliable internet connectivity.
• Additional assets: Multilingual skills, familiarity with US mortgage regulations, and experience working with globally distributed teams are beneficial.