Job Description

About the Role
This contingent role provides critical support for our Customer Service team, specifically focusing on the mortgage onboarding process. You'll play a key role in ensuring a smooth and efficient experience for both internal and external clients.

  • Assist with low-complexity customer service initiatives related to mortgage onboarding.
  • Research and provide accurate information on policies, procedures, and compliance requirements for tasks like closing agent updates, insurance verification, state licensing, and background checks.
  • Confirm receipt of legal documentation for mortgage closings.
  • Maintain a meticulous system of record for accuracy and compliance.
  • Communicate effectively with clients and closing agents via phone and email, keeping them updated on approvals, client issues, and questions.


  • 6+ months of experience in customer service, financial services, or a contact center environment (or equivalent experience through work, training, military service, education).
  • Familiarity with common mortgage documents, such as Automated Underwriting Feedback (AUF), Form 1008, Investor Locks, Notes, Deeds of Trust, Allonges, Endorsements, and Riders.
  • Understanding of GSE (Government-Sponsored Enterprise) guidelines, and an interest in learning more about wholesale and residential retail mortgage processes (commercial experience a plus).
  • Strong Excel skills, including experience with VLOOKUP, data validation, and data review.

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