Description

About the Role

The Loan Servicing Support Specialist is the steady, behind-the-scenes presence supporting Homewise homeowners after they've closed on their homes. While other roles focus on getting a customer to close, your work begins where theirs ends, making sure the loan stays on track, the records stay clean, and every homeowner has someone to call when a question comes up.

You'll report to Homewise's Loan Servicing Manager and work alongside our coaching, lending, and real estate teams to ensure every client experiences a seamless transition into homeownership — and steady support long after. People who thrive in this role enjoy both halves of the work: the methodical satisfaction of keeping records in good order, and the live, in-the-moment human side be it a quick question or a harder conversation.

You'll Be a Great Fit If:

You appreciate that customer service comes from understanding the issue, not from a script.
You listen first, solve problems second.
You're warm and respectful, people leave every interaction feeling seen and understood.
You stay composed under pressure.
You're detail-oriented.
You're flexible.
You're a strong collaborator who builds working relationships across teams and reaches out for help when you need it.
You're comfortable with technology, and you pick up new systems readily.
You’re bilingual in Spanish and English, since some Homewise homeowners are Spanish speakers.

What You'll Be Doing

Auditing, tracking, and managing the receipt of final mortgage documents — including recorded security instruments, title policies, and assignments of mortgage.
Coordinating with title companies, county offices, and document custodians to resolve missing or inaccurate documentation.
Maintaining an accurate tracking system that keeps all required documents on schedule and in compliance.
Helping customers with loan servicing questions and issues, in person and over the phone.
Supporting monthly collection efforts through outbound calls and follow-up communication, with a customer-service-first approach.
Preparing Verification of Mortgage (VOM) documentation as requested.
Coordinating with title companies and financial institutions to prepare and verify the accuracy of payoff requests.
Partnering with internal teams to maintain a high service standard, while ensuring compliance with all applicable regulations, policies, and procedures.

Requirements

Minimum Requirements

Some Customer Service experience
High School Diploma or equivalent
Ability to work in office during Homewise’s core hours: Monday-Friday, 8:00AM-5:00PM
This is largely a sedentary role; it requires the ability to sit or stand for extended periods of time.
Must be able to occasionally lift objects up to 20 pounds
This position is located in our Santa Fe office

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