Mortgage Escalation Loan Processor

Job Title: Mortgage Escalation Loan Processor

Job Overview:
Contemporary Staffing Solutions is seeking a Mortgage Escalation Loan Processor to join our client to support the resolution of escalated customer concerns within the mortgage servicing process. This fully remote, direct-hire position (excluding candidates located in CA or AK) plays a vital role in ensuring customer satisfaction by handling complex inquiries, providing empathetic assistance, and collaborating with cross-functional teams. The ideal candidate will bring strong problem-solving skills and the ability to de-escalate sensitive situations while upholding compliance and service standards.

Compensation:
$24/hour

Work Schedule:
Three-week training program followed by assigned shifts: 11:00 AM – 8:00 PM EST, 10:00 AM – 7:00 PM EST, or 9:00 AM – 6:00 PM EST

Key Responsibilities of the Mortgage Escalation Loan Processor:
• Manage escalation lines, assisting frontline representatives with customer disputes or concerns.
• Deliver empathetic and professional support to customers while de-escalating difficult conversations.
• Partner with leadership and other departments to resolve complex issues and mitigate potential risks.
• Conduct both inbound and outbound calls to address customer requests, ensure timely follow-up, and provide accurate mortgage loan information.
• Document and communicate resolutions clearly while maintaining compliance with industry regulations.
• Safeguard customer confidentiality and uphold service-level expectations for quality and timeliness.

Qualifications and Skills for the Mortgage Escalation Loan Processor:
• Associate degree or equivalent experience; at least 1 year of customer service experience in a mortgage or financial services setting preferred.
• Strong verbal and written communication skills with the ability to explain policies and procedures effectively.
• Skilled at problem-solving, conflict resolution, and managing sensitive situations with professionalism.
• Comfortable working in a call center or high-volume environment while meeting service-level goals.
• Proficiency with basic math and ability to interpret written instructions and documentation.

Why Join Us?
This role offers the opportunity to make a meaningful impact by serving as a trusted advocate for customers navigating mortgage servicing challenges. You’ll gain exposure to complex problem-solving while working closely with supportive leadership and collaborative teams. If you’re looking for a position where your empathy, professionalism, and communication skills are valued, this opportunity is a great fit.

About Us:
Contemporary Staffing Solutions (CSS) is a trusted leader in providing contract, temporary, temp-to-hire, and direct hire staffing solutions. With decades of experience, we’ve grown from a staffing agency to a nationwide provider of workforce management solutions. Our niche recruitment expertise spans Accounting & Finance, Call Center & Office Support, Human Resources, Sales & Marketing, and Information Technology. Explore more about CSS and how we connect great talent with exceptional opportunities by visiting www.ContemporaryStaffing.com.