Home Lending Accounts Specialist II

Make a meaningful impact by helping customers navigate important home lending account needs. You’ll be part of a supportive, high-energy team focused on service excellence and continuous improvement. Every interaction is an opportunity to solve problems, build trust, and strengthen customer relationships. If you enjoy fast-paced work and take pride in doing the right thing, this role is for you.
As a customer service account specialist II in Home Lending Customer Service, you will support customers by answering inbound calls and resolving mortgage servicing inquiries with empathy, accuracy, and end-to-end ownership. You will use multiple systems to research, explain options, and complete requests while meeting service and quality expectations. You will contribute to a culture of respect, teamwork, and continuous development.
Job responsibilities
Answer inbound customer calls in a high-volume call center environment
Resolve routine mortgage servicing inquiries, such as balance questions, payment processing, document requests, and account maintenance
Use multiple systems and screens to research accounts and document actions accurately
Communicate clearly and professionally while meeting quality and productivity expectations
Take ownership of each interaction by confirming needs, explaining next steps, and following required procedures
Work effectively both independently and in collaboration with teammates and leaders
Follow all applicable regulatory, risk, and departmental policies and procedures
Required qualifications, capabilities and skills
Minimum years of customer support experience (phone and/or in-person)
Ability to communicate clearly and professionally with customers over the phone
Ability to use multiple computer applications in a Windows-based environment
High school diploma or GED
Preferred qualifications, capabilities and skills
Ability to multitask using a computer while providing real-time customer support
Comfort working in a fast-paced, frequently changing environment
Experience in hospitality, restaurant, or retail environments
Interest in solving problems by presenting and explaining solutions in a customer-friendly way
Work schedule
Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. Specific schedule information will be provided by the recruiter. This position requires attendance at scheduled trainings, and training hours may not coincide with regularly scheduled hours.
Internal Application Eligibility Requirements
TENURE:
Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business, the standard tenure requirement is 12 months.
PERFORMANCE:
Meets satisfactory performance standards as defined by the firm
By submitting an application and/or joining the interview, you affirm to meet the Internal Mobility Eligibility Requirements as stated in the