Sutherland Global Services is hiring a Sutherland Customer Service Representative- Mortgage Servicing ...

Customer Service Representative- Mortgage Servicing Full-time Company Description THIS ROLE IS ON-SITE IN OUR TULSA, OK OFFICE. $1,000 Sign-On Bonus Granted 30 days after successful program completion, certification, and independent call management. Potential Work-from-Home After 6 Months Eligibility determined by performance and Management discretion. Sutherland Mortgage Services Inc. is a leading nationwide mortgage solutions provider delivering comprehensive services including originations, underwriting, processing, closing, post-closing, and loan servicing support for over three decades. We deliver exceptional value and returns to our customers through a collaborative, considerate, and inclusive workplace that prioritizes respect and diversity. We are recruiting Mortgage Servicing Customer Service Representatives with demonstrated experience assisting borrowers with mortgage servicing requirements. Prior industry experience is highly preferred. If you possess the skills and experience to contribute to our success, we are eager to collaborate with you! Responsibilities: - Managing demographic modifications (address, name, contact information) - Handling inbound collection calls and initiating outbound communication using LiveVox software - Processing real-time payment methods and exploring loss mitigation alternatives - Managing statement inquiries and requests - Processing phone payments - Facilitating payment extensions - Modifying payment due dates - Addressing bankruptcy/foreclosure scenarios - Reviewing account credit histories - Managing customer complaints - Executing collections processes - Negotiating account resolution and liquidation strategies - Processing payoffs, escrow, document requests - Responding to billing inquiries and providing web support - Answering mortgage loan customer service telephone inquiries - Utilizing servicer-provided scripted materials - Conducting customer follow-ups for escalated issues - Escalating matters to appropriate team members - Managing customer password reset procedures Qualifications: - 1+ years customer service experience - Demonstrated ability to interact with diverse professional levels - Exceptional verbal and written communication skills - Strong mortgage industry knowledge - Proficient time management capabilities - Flexibility with scheduling - MSP experience preferred Department Hours: Monday-Friday: 7am-8pm CST Saturday: 7am-4pm CST Sunday: Closed Equal Opportunity Employer committed to non-discriminatory employment practices.