New American Funding · 1 day ago
Customer Care Specialist
Austin, TX
Full-time
Onsite
Senior Level
$20/hr - $22/hr
5+ years expNew American Funding is a company focused on mortgage services, and they are seeking a Customer Care Specialist. The role involves handling inbound and outbound customer calls related to mortgage servicing, resolving inquiries, and providing solutions to borrowers while adhering to regulatory guidelines.
Financial ServicesLendingMortgage
Responsibilities
Handles phone calls from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines
Initiate early delinquency contact with borrower to discuss the reason for the delinquency and determine the borrower’s financial ability, intent, and recommend appropriate retention solutions, when appropriate
Assist with loan servicing website and mobile app payments, denied access and password resets
Assist borrowers with late charge waiver requests and other loan maintenance requests
Properly document each customer interaction in the MSP Mortgage Servicing System
Perform follow-up and research tasks to ensure problem resolution
Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing
Complete daily work activities to meet operational requirements and goals
Fully complies with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines
Other duties may be assigned
Qualification
Required
5+ years' experience in a mortgage servicing call center utilizing Black Knight's Mortgage Servicing Platform (MSP)
History of reliable attendance and ability to meet all required performance standards
Ability to work a schedule that includes some weekends
Must be able to pass background investigation
High school diploma or equivalent required
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write routine reports and correspondence
Ability to speak effectively before groups of customers or employees of organization
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume
Ability to apply concepts of basic algebra and geometry
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
Ability to deal with problems involving several concrete variables in standardized situations
Extensive knowledge of Black Knight's Mortgage Servicing Platform (MSP)
Knowledge of MS Word word-processing software
Knowledge of MS Excel spreadsheet software
Knowledge of Internet Explorer and MS Outlook internet software
Ability to meet all required performance standards
Must work well under pressure, meeting multiple and sometimes conflicting deadlines
Must have demonstrated ability to collaborate and work well with others
Must have demonstrated ability to achieve goals
Excellent verbal and written communication and listening skills
Has knowledge of commonly used terminology, concepts and practices and procedures within the mortgage industry
Good business writing and math skills
Strong PC skills
Proficient in MS Windows, MS Outlook and MS Office Suite
Ability to maintain confidentiality
Ability to speak clearly and persuasively in positive or negative situations
Ability to write clearly and informatively
Ability to prioritize and plan work activities
Ability to observe safety and security procedures
Must be able to lift up to ten pounds
Must be able to verify identity and employment eligibility to work in the U.S
2 years of mortgage servicing experience (Required)
2 years of call center/customer service experience (Required)
Preferred
Bachelor's degree preferred
Bilingual (English/Spanish) a plus
Recent experience working with MSP desirable
Benefits
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Company
New American Funding
New American Funding provides cutting-edge marketing and technology efforts allow us to compete with large banks.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Rick Arvielo
Co-Founder and CEO
Jeff Farinich
SVP Technology and Chief Information Security Officer
Recent News
HousingWire.com
2025-12-24
2025-12-22
HousingWire.com
2025-10-29
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