Customer Service Representative

We are looking for a Customer Service Representative to support loan servicing operations in Columbia, South Carolina. This Long-term Contract position is ideal for someone who combines strong customer communication skills with experience handling mortgage-related documentation and county tax research. In this role, you will manage borrower interactions, maintain accurate records, and coordinate with internal partners to help resolve account questions efficiently and in compliance with applicable guidelines.

Responsibilities:
• Handle a mix of incoming and outgoing calls to assist borrowers with loan account questions, payment-related matters, and general servicing support.
• Research deed and tax information by contacting county offices and gathering required property-related records to support account servicing activities.
• Prepare, organize, and submit mortgage and loan-related documents with a high level of accuracy and attention to detail.
• Record every customer interaction thoroughly in the appropriate systems to ensure complete documentation and effective follow-up.
• Work with team leads, loan officers, underwriters, and other support teams to collect information and address customer or account issues in a timely manner.
• Review loan files periodically to confirm data accuracy, proper documentation, and adherence to company standards and regulatory requirements.
• Support payment arrangements and track outstanding issues through follow-up communication aimed at bringing accounts to resolution.
• Identify complex delinquency situations and direct borrowers to the appropriate loss mitigation resources when specialized assistance is needed.
• Participate in ongoing training sessions to stay current on servicing procedures, compliance expectations, and program updates.

• Experience in customer service or call center environments involving both inbound and outbound phone support.

• Familiarity with mortgage documents, loan servicing records, and related administrative processes.

• Ability to contact county offices and obtain deed, tax, or property-related information accurately and effectively.

• Skilled in preparing, filing, and maintaining documentation with strong attention to detail.

• Comfortable entering and updating account information while preserving data accuracy and completeness.

• Working knowledge of detail-focused communication practices for resolving customer questions and service issues.

• Ability to manage multiple tasks, prioritize follow-up activities, and collaborate effectively with cross-functional teams.

Mortgage or banking experience is prefered!