Job Description

About the Role:

The Loan Servicing Customer Relations Support Specialist is responsible for supporting customers with their loan servicing inquiries and processing requests such as payoff statements. The role involves following established procedures, handling emails, researching in servicing systems, and ensuring a smooth customer experience.

Key Responsibilities:

Respond to customer queries via email or phone and provide accurate loan information. Process payoff statement requests and related servicing tasks within defined timelines. Research and resolve issues using

ICE MSP

and

ICE Encompass

systems. Coordinate with internal departments on borrower inquiries or loan status updates. Maintain accurate records and ensure all tasks meet quality and service standards. Support teammates and escalate complex issues as needed. Deliver excellent customer service and uphold company values.

Required Skills & Qualifications:

Education:

Minimum 12th grade/diploma; bachelors degree preferred.

Experience:

23 years in

US Mortgage or Loan Servicing Operations

. Basic understanding of

loan boarding

,

servicing processes

, and

quality control

. Knowledge of

ICE MSP

and

Encompass

preferred. Proficiency in

Microsoft Office

,

Outlook

, and

data entry

. Strong communication, organization, and multitasking skills. Ability to work night shifts and collaborate effectively in a team.

Tools Used:

ICE MSP ICE Encompass Microsoft Office Suite (Outlook, Excel, Word) DocuSign or similar e-signature platforms Zoom / Microsoft Teams

Location

: Chennai.


Shift timings will be 6 pm to 3 am IST and 7 pm to 4 am during daylight savings.