Support customers with existing mortgage loans by resolving servicing questions and guiding them toward solutions that help keep their accounts current.
About New American Funding
New American Funding is a leading mortgage lender committed to delivering exceptional customer service. Our Customer Care Specialists are the first point of contact for borrowers, assisting with mortgage-related inquiries and helping clients find personalized solutions.
Schedule
- Full-time
- Class start date: Monday, September 22, 2025
- Training (4 weeks): Monday–Friday, 10am–7pm CST (no time off approved during this period)
- Regular schedule: Monday–Friday, 12pm–9pm CST
Compensation
- $20–$23 per hour (based on experience)
- Incentives: quarterly bonus, shift differential, bilingual differential, and award programs
Responsibilities
- Handle inbound calls related to mortgage servicing, including taxes, hazard insurance, escrow analysis, mortgage payments, document copies, year-end tax info, and payoffs
- Conduct outbound calls related to early-stage delinquency, escrow, FEMA, and welcome calls
- Guide customers in payment options such as ACH, bi-weekly plans, and mobile/web self-service apps
- Document all customer interactions in the MSP Mortgage Servicing platform
- Assist with website and app payment issues, password resets, and late charge waivers
- Resolve customer concerns within CFPB guidelines and escalate when necessary
- Minimize customer impact while ensuring each borrower has a positive servicing experience
Requirements
- 5+ years of experience in a mortgage servicing call center using Black Knight’s Mortgage Servicing Platform (MSP)
- Strong verbal and written communication skills
- Knowledge of mortgage servicing terminology, concepts, and practices
- Proficiency with MS Windows, Outlook, and Office Suite
- High school diploma or equivalent required; bachelor’s degree preferred
- Reliable attendance history and ability to meet performance metrics
- Ability to work some weekends as required
- Bilingual (English/Spanish) strongly preferred
Key Competencies
- Problem solving and conflict resolution
- Clear and professional communication (oral and written)
- Team collaboration, confidentiality, and ethical conduct
- Strategic thinking and adaptability in a fast-paced environment
- Initiative, accountability, and quality focus
Benefits
- Quarterly bonus and recognition programs
- Opportunities for professional growth and development
- Inclusive and supportive work culture
- Stable, growing company in the mortgage industry
Additional Information
- Must be legally authorized to work in the U.S.
- Must pass background check and employment eligibility verification
- Remote role, with requirement for a professional home office setup
Grow your career with New American Funding by joining a team that values customer service and excellence in mortgage servicing.
Happy Hunting,
~Two Chicks…