Customer Service Representative

Company : Ascending

Job Description - Customer Service Representative

Customer Service Rep. - Loss and Mitigation
100% Onsite – Richmond, VA
Contract Duration: 1 Year

Position Overview
We are seeking a dedicated Loss Mitigation Contractor to join our team onsite in Richmond, VA, for a one-year contract. The ideal candidate will bring prior experience in collections or customer service, with a strong working knowledge of the ICE/Black Knight Servicing System and Microsoft Excel. This role requires exceptional attention to detail and outstanding communication skills.

Key Responsibilities

Monitor Trial Payment Plans to ensure compliance and timely payment processing
Review and accurately document mortgage loan files
Conduct follow-up outbound calls to collect trial payments and obtain necessary verbal or written attestations
Process trial payments promptly and accurately
Identify and resolve Trial Payment Plan suspense items
Prepare and send fallout letters to affected borrowers

Required Skills & Experience

1-3 years of experience in Collections or Customer Service
Hands-on experience with ICE/Black Knight Servicing System
Proficiency in Microsoft Excel
Strong communication abilities, both verbal and written
Superior attention to detail and organizational skills

Shift Schedule:

1st–16th: 9:30 a.m. – 6:00 p.m.
17th–31st: 10:30 a.m. – 7:00 p.m.
Last two Wednesdays of the month: 3:00 p.m. – 7:00 p.m.
Last two Saturdays of the month: 9:00 a.m. – 1:00 p.m.

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Customer Service Representative

Job Description - Customer Service Representative

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