Customer Service Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:
As a Customer Service Specialist, you’ll serve as a critical front-line advocate for our customers, delivering proactive support and strategic solutions to those who are 60+ delinquent, in loss mitigation or navigating the insurance claims process.

This role reports directly to the Customer Service Supervisor and requires the ability to build strong, outcome-oriented relationships across supporting lines of business and with every customer served.

Job Responsibilities:

• Diagnose and Resolve: Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
• Lead with Empathy: Engage in clear, compassionate conversations to fully understand each customer’s financial situation, while instilling confidence in the resolution path.
• Loss Mitigation Expertise: Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
• Own the Journey: Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
• Customer Experience Champion: Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
• Cross-Functional Collaboration: Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
• Precision in Execution: Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
• Compliance Leader: Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.

Qualifications and Skills:

• Confident with technology and ready to learn new systems
• Strong communication – both verbal and written – with emphasis on active listening and clarity
• Analytical skills and mathematical calculations
• Strong judgment in handling confidential matters
• Proven customer service mindset with polished phone presence
• Team-oriented, self-driven, and solutions-focused
• Deep sense of urgency and commitment to exceeding goals
• High School Diploma or GED required (college degree is a plus)
• Experience with collections, mortgage servicing, call center operations, or customer service
• GSE and GNMA experience, preferred.
• Experience with MSP platforms, preferred.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.