Mortgage Service Specialist

Key Responsibilities: Make outbound calls to customers nearing the end of their HELOC draw period. Explain available options and answer customer questions regarding HELOC servicing. Transfer customers seeking additional assistance to the appropriate internal team. Provide inbound call center support as needed, responding to HELOC questions and customer inquiries. Update Excel spreadsheets with customer information, call results, and activity tracking. Accurately document and notate customer accounts following each interaction. Use Word, Excel, and Outlook to communicate results, maintain records, and collaborate with internal teams.