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Loan Servicing Specialist

June 2, 2026

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.Position Overview: The Loan Servicing Specialist (Call Center Representative) will provide professional and knowledgeable assistance to borrowers in a call center environment. Responsible for providing outstanding customer service experience for loan customers, third party requestors and internal CrossCountry Mortgage, LLC. staff. Act as the first point of contact for customer telephone calls and e-mails to ensure their satisfaction and loyalty by assisting in, and resolving, a wide variety of Loan Servicing inquiries. Perform all duties in accordance with company policies and procedures and all state and federal regulations.This position operates within Eastern Standard Time Zone working hours to support the East Coast region. Job Responsibilities:<ul><li>Responsible for the new loan set up on the sub-servicing system.</li><li>Perform outbound calls and receive inbound calls from borrowers, providing customer service support to borrowers.</li><li>Pull all required documents for the new loans.</li><li>Follow up with appropriate departments to obtain missing documents.</li><li>Reconcile and monitor data accuracy on the MERS systems.</li><li>Work with insurance companies to reflect the proper mortgagee clause.</li><li>Monitor and collect first payments from mortgagors.</li><li>Respond to inquiries from mortgagors on their loan account.</li><li>Other duties as assigned.</li></ul> Qualifications and Skills:<ul><li>Associate’s degree or equivalent in business related field or equivalent combination of education/experience, preferred.</li><li>A minimum of 1 years’ residential mortgage processing experience.</li><li>Experience in banking or financial related field, preferred.</li><li>Knowledge of loan documentation, loan systems, operations and accounting.</li><li>Proficient with Microsoft Excel and Word.</li><li>Excellent attention to detail and organization skills.</li><li>Excellent communication and customer service skills.</li></ul> This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.<div>CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! <a href="https://crosscountrymortgage.com/about-us/careers/apply/" target="_blank" rel="noopener noreferrer">careersatccm.com</a> CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: <a href="http://mycrosscountrybenefits.com/" target="_blank" rel="noopener noreferrer">https://mycrosscountrybenefits.com</a>California residents: Please see CrossCountry’s <a href="https://crosscountrymortgage.com/ccpa/applicant/" target="_blank" rel="noopener noreferrer">privacy statement</a> for information about how CrossCountry collects and uses personal information about California applicants. CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit <a href="http://www.NMLSConsumerAccess.org" target="_blank" rel="noopener noreferrer">www.NMLSConsumerAccess.org</a>. </div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...