Senior Process Associate - Customer Care (US Mortgage)

Job Title: Customer Service Associate/Sr. Associate – US Mortgage (Email & Chat Support)

Job Summary

Key Responsibilities

• Respond to borrower queries through email and chat in a timely and professional manner.
• Handle inquiries related to loan payments, escrow analysis, property taxes, insurance, payoff quotes, and statements.
• Research and resolve borrower concerns by collaborating with internal teams and updating systems.
• Provide accurate and compliant information in line with investor guidelines (Fannie Mae, Freddie Mac, FHA, VA).
• Document all borrower interactions in servicing systems (e.g., Black Knight, FiServ, TEMPO or similar).
• Maintain compliance with US mortgage regulations, data security policies, and company SOPs.
• Meet service level agreements (SLA) for response time and accuracy.
  

Required Skills & Qualifications

Technical Skills:

• Proficiency with mortgage servicing systems (Black Knight, FiServ, TEMPO or similar).
• Strong knowledge of Microsoft Office (Word, Excel, Outlook).
• Familiarity with CRM/ticketing tools (JIRA preferred).
  

Mortgage Knowledge

• Clear understanding of the loan life cycle: Origination, Servicing, Escrow, Payoff, Default.
• Knowledge of RESPA, TILA, TRID, and CFPB regulations.
• Experience handling escrow analysis, payoff quotes, and loan payment processing.
  

Core Skills

• Excellent written communication skills with a professional tone.
• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Ability to handle multiple cases and prioritize tasks under deadlines.
  

Behavioral Skills

• Customer-focused approach with empathy and patience.
• Ability to adapt to US time zone shifts and dynamic work environments.
• Team player with strong interpersonal skills.
  

Experience

2–3 years

About BSI Financial

EEO Statement