Mortgage Customer Services Specialist

ASCENDINGRichmond, VA

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Overview

Schedule

Alternate-schedule

Career level

Senior-level

Remote

On-site

Job Description

Mortgage Customer Services SpecialistRichmond, VA (100% onsite)Long-term Contract-to-hireSchedule

1st–16th of each month: 9:30 a.m. – 6:00 p.m.
17th–end of month: 10:30 a.m. – 7:00 p.m.

Last two weekends of each month:

Work 3:00 p.m. – 7:00 p.m. on the preceding Wednesday
Work 9:00 a.m. – 1:00 p.m. on Saturday

OverviewSeeking a customer-focused specialist to collect payments on early-stage mortgage accounts (1–2 months past due), resolve issues, and set up repayment plans. This role also handles inbound loss mitigation calls and discusses available options with borrowers, ensuring accurate documentation in the MSP Servicing System and adherence to FHA/Client/Freddie Mac/VA/USDA default servicing guidelines.Responsibilities

Make outbound and handle inbound calls to borrowers 30–60 days past due; collect payments and negotiate payment arrangements.
Take phone payments and set up structured repayment plans consistent with investor/insurer guidelines.
Handle inbound loss mitigation calls; explain options, gather information, and route/record as appropriate.
Assess borrower circumstances, identify root causes of delinquency, and work toward timely resolution.
Document all borrower interactions, promises to pay, and outcomes accurately in MSP.
Adhere to applicable servicing and default guidelines; follow internal policies and quality standards.
Meet performance metrics for right-party contacts, cure rates, and call quality while maintaining excellent customer service.

Knowledge and Skill Requirements

Collections or customer service experience (mortgage servicing preferred).
Working knowledge of FHA, Client, Freddie Mac, VA, and USDA default servicing guidelines.
Proficiency with the MSP Servicing System.
Strong communication, negotiation, and analytical skills.
Ability to manage priorities and maintain accuracy in a fast-paced, phone-intensive environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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FAQs About Mortgage Customer Services Specialist Jobs at ASCENDING

What is the work location for this position at ASCENDING?

This job at ASCENDING is located in Richmond, VA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at ASCENDING?

Employer has not shared pay details for this role.

What employment applies to this position at ASCENDING?

ASCENDING lists this role as a Alternate-schedule position.

What experience level is required for this role at ASCENDING?

ASCENDING is looking for a candidate with "Senior-level" experience level.

What is the process to apply for this position at ASCENDING?

You can apply for this role at ASCENDING either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.