Customer Service Specialist

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

• →Diagnose and Resolve: Quickly assess the root cause of customer delinquency. Formulate resolution strategies that restore account health and stabilize future payments.
• →Lead with Empathy: Engage in clear, compassionate conversations to fully understand each customer’s financial situation, while instilling confidence in the resolution path.
• →Loss Mitigation Expertise: Accurately identify and assess customers for loss mitigation support. Seamlessly guide them through the process, ensuring readiness and clarity every step of the way.
• →Own the Journey: Manage all aspects of the resolution process – from collecting documentation and payments to navigating milestones in the insurance claim and loss mitigation process.
• →Customer Experience Champion: Deliver an exceptional customer experience in every interaction – professionalism, personalized, and results-driven.
• →Cross-Functional Collaboration: Contribute to a positive, accountable team culture focused on growth, support, and service excellence.
• →Precision in Execution: Maintain accurate, timely account records. Communicate clearly and act decisively in high-stakes situations.
• →Compliance Leader: Operate within all regulatory and internal guidelines. Uphold the company’s commitment to integrity and compliance.

• Confident with technology and ready to learn new systems
• Strong communication – both verbal and written – with emphasis on active listening and clarity
• Analytical skills and mathematical calculations
• Strong judgment in handling confidential matters
• Proven customer service mindset with polished phone presence
• Team-oriented, self-driven, and solutions-focused
• Deep sense of urgency and commitment to exceeding goals
• High School Diploma or GED required (college degree is a plus)
• Experience with collections, mortgage servicing, call center operations, or customer service
• GSE and GNMA experience, preferred.
• Experience with MSP platforms, preferred.