CMG Financial · 2 months ago
Senior Escalation Specialist (8AM - 5PM Pacific Time)
United States
Full-time
Hybrid
Mid, Senior Level
$60K/yr - $80K/yrCMG Financial is hiring a Senior Escalation Specialist who serves clients throughout their loan lifecycle, delivering a seamless, high-touch servicing experience. This role combines deep mortgage servicing expertise with exceptional relationship management skills to guide borrowers through loan modifications, payment concerns, escrow inquiries, and other servicing matters.
BankingMortgage
Responsibilities
Serve as the dedicated contact for an assigned portfolio & Chairman’s Club, providing proactive communication, updates, and guidance throughout the life of their loan
Guide clients through complex servicing matters including payment adjustments, escrow analysis, loan modification applications, payoff requests, and insurance-related inquiries with empathy and expertise
Review and assess borrowers' financial documentation to determine eligibility for loss mitigation options, payment plans, or other servicing solutions in accordance with investor guidelines and regulatory requirements
Collect, verify, and process all necessary financial documents and information required for servicing actions, ensuring accuracy and completeness
Prepare detailed servicing solutions and recommendations for senior leadership or committees, presenting options that balance borrower needs with company and investor requirements
Collaborate with internal departments including underwriters, risk management, payments, escrow, insurance, and technology teams to ensure timely and accurate resolution of borrower needs
Maintain elite service standards by responding to inquiries promptly, resolving issues professionally, and anticipating borrower needs before they become problems
Maintain comprehensive, accurate records of all client interactions, servicing actions, and loan status updates in accordance with regulatory and company requirements
Act as the customer's voice, identifying opportunities to enhance the servicing experience and partnering with operations teams to implement improvements
Stay current on federal and state servicing regulations, investor guidelines, and industry best practices to ensure full compliance in all borrower interactions
Handle complex escalations with diplomacy and problem-solving expertise, working to achieve positive outcomes for both borrowers and the organization
Other projects and assignments as needed
Qualification
Required
Proven experience in a mortgage servicing role with client-facing responsibilities
Experience in both mortgage originations and servicing operations strongly preferred
Proficient in Microsoft Office suite
Highly organized, reliable, and results-driven with strong attention to detail
Ability to hustle, willingness to learn, and adapt quickly to working in a fast-paced, fluid environment
Excellent communication skills, both written and verbal, with the ability to explain complex servicing concepts in clear, accessible terms
Excellent conflict resolution and problem-solving skills with a customer-first approach
Strong analytical abilities to assess financial information and determine appropriate servicing solutions
Ability to manage multiple client relationships and prioritize competing demands effectively
Ability to work independently and as a member of a high-performing team
Commitment to excellence and extraordinary standards in customer care
Demonstrated ability to maintain composure and professionalism when managing difficult or emotional client situations
Preferred
Bachelor's degree in Business, Finance, or related field, or equivalent experience in the Industry
Experience with loss mitigation, loan modifications, or default servicing
Knowledge of RESPA, TILA, Regulation X, Regulation Z, and other consumer protection regulations
Experience with Salesforce Financial Service Cloud
Experience with Salesforce Service Cloud Voice
Experience with call center or customer relationship management technology
Experience with Domo reporting and analytics
Experience with LoanServ or similar loan servicing platforms
Bilingual capabilities (English/Spanish or other languages)
Company
CMG Financial
CMG Financial is a well-capitalized, privately held mortgage-banking firm.
Founded in 1993
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Paula White
Senior Vice President,Senior Loan Officer
Christopher George
President
Recent News
2025-12-09
2025-12-02
2025-11-04
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