Homeoffice Customer Resolutions Professional at Movement Mortgage

Join the company defining what it means to be an Impact Lender!

Mortgages are what we do, but that doesn't define who we are. In 2008, Movement disrupted the industry with the innovative 6-7-1 mortgage process. In 2023, we pioneered again, helping launch Impact Lending – a new category of lending. Any mortgage lender that commits at least 10% of its profits to helping the neighborhoods it serves is an Impact Lender.

At Movement, we are Impact Lenders. We give 40%-50% of our profits to making an impact in our communities. For us, purpose and people have always come before profit.

So you want to be a Servicing - Customer Resolutions Professional at Movement Mortgage? We think you’ve got great taste! 

What You Need To Know

• Researches and responds to escalated servicing inquiries and complaints from customers.  Also includes responding to standard requests for information, research, or other loan maintenance
• Interacts with customers through email, inbound and outbound calls, including highly escalated situations, to provide acknowledgment and statuses of their inquiry
• Establishes and maintains ownership of complaint or escalated inquiry until customer achieves full resolution
• Comfortable and precise with written communication – including being able to compose a letter and an email to summarize the key points from the inquiry
• Notifies leaders with emerging trends and provides opportunities and feedback for improvement
• Provides written and verbal responses to customer inquiries as needed
• Manages an inventory/pipeline of assigned cases and maintaining compliance with critical dates

What We Are Looking For

• A true passion for people, problem solving and the customer experience
• Fun, confident, and calm personality
• Prior mortgage servicing experience required.  Prior MSP / BKFS experience is strongly desired
• Prior experience supporting customer escalations and/or written interactions/complaints with mortgage servicing customers
• Must have excellent organization skills, strong time management, and the ability to meet deadlines
• Must be experienced with Microsoft Office – specifically Word and Excel
• Excellent interpersonal and communication skills (verbal and written)
• Must be resourceful and have strong problem-solving skills with an ability to anticipate questions and needs from the clients and business units
• Operates with a high degree of flexibility to accommodate various client and business needs
• Team player, highly adaptable (and coachable!), always striving for personal and professional improvement
• Any combination of education and experience equivalent to a bachelor’s degree preferred

Sound like a good fit? Let’s talk about how we can work together.

The expected salary range for this position is between:

$65,000.00 - $81,200.00

The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.

We also offer a benefits package that includes:

• Competitive pay

• Benefits Offered: Medical, Dental, Vision, Life, Disability, Critical Care, Hospitalization, HSA, FSA, DCFSA and QTE

• Retirement plan: 401(k) and Roth

• Paid Time Off: 16 days front loaded. Prorated based on the start date month

• 11.5 paid holidays per year

• Employee assistance program

• Excellent career growth opportunity

• Fun, team-focused working environment

• Employee driven community outreach program

• Relocation packages available

The application window is anticipated to close on:

May 12, 2025

We’re definitely not your average mortgage company. When you’re ready to grow your career AND your impact, we’re ready for you. We’re also one of the nation’s top lenders and are redefining corporate culture. We work hard, we have fun, we invest in our people and we make a difference. Sound like a plan? Good. Learn more at www.movement.com.

Apply Now