Customer Service Representative

Customer Service Rep. - Loss and Mitigation
100% Onsite – Richmond, VA
Contract Duration: 1 Year

Position Overview
We are seeking a dedicated Loss Mitigation Contractor to join our team onsite in Richmond, VA, for a one-year contract. The ideal candidate will bring prior experience in collections or customer service, with a strong working knowledge of the ICE/Black Knight Servicing System and Microsoft Excel. This role requires exceptional attention to detail and outstanding communication skills.

Key Responsibilities

• Monitor Trial Payment Plans to ensure compliance and timely payment processing
• Review and accurately document mortgage loan files
• Conduct follow-up outbound calls to collect trial payments and obtain necessary verbal or written attestations
• Process trial payments promptly and accurately
• Identify and resolve Trial Payment Plan suspense items
• Prepare and send fallout letters to affected borrowers

Required Skills & Experience

• 1-3 years of experience in Collections or Customer Service
• Hands-on experience with ICE/Black Knight Servicing System
• Proficiency in Microsoft Excel
• Strong communication abilities, both verbal and written
• Superior attention to detail and organizational skills

Shift Schedule: 

• 1st–16th: 9:30 a.m. – 6:00 p.m.
• 17th–31st: 10:30 a.m. – 7:00 p.m.
• Last two Wednesdays of the month: 3:00 p.m. – 7:00 p.m.
• Last two Saturdays of the month: 9:00 a.m. – 1:00 p.m.