Mortgage Customer Service Advisor – Borrower Support Specialist & Loss Mitigation Expert

Welcome to arenaflex – Where People, Purpose, and Performance Meet

At arenaflex, we’re more than a financial services firm; we’re a community of innovators, collaborators, and compassionate professionals dedicated to helping people achieve their homeownership dreams. Recognized as one of the premier workplaces in Oklahoma since 2009, arenaflex has earned a reputation for fostering an inclusive culture, championing employee growth, and delivering industry‑leading customer service. If you thrive in an environment where empathy meets expertise, and where every interaction can make a lasting impact on a borrower’s life, you’ve found your next career destination.

Position Overview – Mortgage Customer Service Advisor

The Mortgage Customer Service Advisor serves as the single point of contact (SPOC) for current and delinquent borrowers throughout the loan servicing journey. You will guide borrowers through complex loss‑mitigation processes, assess eligibility for workout solutions, and provide clear, timely communication that balances regulatory compliance with genuine empathy. This role is pivotal in preserving homeownership, protecting the financial health of our customers, and upholding arenaflex’s reputation for excellence.

Core Responsibilities

• Empathy‑Driven Communication: Model sincere empathy and sensitivity when delivering life‑impacting solutions, ensuring borrowers feel heard, respected, and supported.
• Cross‑Functional Collaboration: Partner with underwriting, collections, legal, and other business lines to resolve borrower issues swiftly and accurately.
• Loss‑Mitigation Application Management: Review borrower‑provided documentation (income statements, tax returns, pay stubs) for completeness and accuracy before submission to underwriting.
• Education & Guidance: Explain all available loss‑mitigation options, required borrower actions, deadlines, and potential outcomes—including modification, short‑term assistance, or foreclosure referral.
• Payment Coordination: Negotiate and facilitate urgent payment arrangements, process check‑by‑phone payments, and set up repayment agreements while maintaining a sense of urgency.
• Documentation Assistance: Walk borrowers through each element of the workout package, ensuring forms are completed correctly and submitted on time.
• Quality & Compliance Adherence: Consistently meet internal quality‑control standards, data‑integrity protocols, and regulatory requirements (FDCPA, UDAAP, FFIEC).
• Escalation Management: Identify special situations, flag high‑risk cases, and escalate to senior staff when appropriate.
• Team Leadership & Culture: Foster a positive, collaborative team atmosphere, sharing best practices and contributing to continuous improvement initiatives.
• Other Duties: Perform additional tasks as assigned to support the evolving needs of arenaflex and its borrowers.

Essential Qualifications

• College degree preferred, or equivalent professional experience in banking, consumer lending, or related fields.
• 1–2 years of hands‑on experience in mortgage servicing, collections, or customer support roles.
• Working knowledge of mortgage loan structures, credit reporting, income calculations, and real‑estate fundamentals.
• Demonstrated ability to analyze complex borrower situations and make sound, regulatory‑compliant decisions.
• Proven capacity to meet tight deadlines while maintaining accuracy and attention to detail.
• Strong verbal and written communication skills, with an emphasis on clear, compassionate messaging.
• Excellent computer proficiency, especially with Microsoft Office, email platforms, and loan servicing software.
• Physical ability to perform standard office tasks, including keyboarding, headset use, and occasional lifting of light objects.
• Reliability in attendance and punctuality, consistent with ADA, FMLA, and other applicable regulations.

Preferred Qualifications & Experience

• Direct experience in loss‑mitigation, loan modifications, or default servicing.
• Familiarity with federal and state regulatory guidance (FDCPA, UDAAP, FFIEC) and best‑practice compliance frameworks.
• Prior exposure to contact‑center environments, including use of headset and call‑routing technologies.
• Track record of exceeding performance metrics in customer satisfaction, call resolution, and quality assurance.
• Certification or coursework in financial services, mortgage banking, or consumer protection law.

Key Skills & Competencies for Success

• Customer‑Centric Mindset: Ability to place the borrower’s needs at the forefront of every interaction.
• Analytical Thinking: Skilled at interpreting financial data, spotting trends, and recommending appropriate solutions.
• Problem Solving: Proactive approach to identifying obstacles and creating effective workarounds.
• Time Management: Mastery of multitasking while prioritizing urgent borrower requests.
• Interpersonal Rapport: Strong capacity to build trust with diverse borrower populations.
• Regulatory Acumen: Up‑to‑date knowledge of lending regulations and a commitment to ethical practices.
• Team Collaboration: Comfortable sharing insights, providing mentorship, and contributing to a cohesive team dynamic.
• Tech Savvy: Quick adoption of new software tools and willingness to leverage technology for efficiency.

Culture & Work Environment at arenaflex

arenaflex prides itself on a culture built around honesty, integrity, and outstanding service. Our offices in Plano‑Parkwood are designed to foster open communication, with collaborative spaces, quiet zones for focused work, and modern technology to support remote and hybrid arrangements. Employees enjoy:

• Regular recognition programs celebrating employee achievements and customer success stories.
• Inclusive events that reflect the diverse backgrounds of our team members.
• Flexible scheduling options to support work‑life balance.
• Access to wellness resources, including on‑site fitness classes, mental‑health support, and healthy snack offerings.
• Commitment to community involvement—arenaflex encourages volunteerism and provides paid time off for charitable activities.

Career Growth & Learning Opportunities

arenaflex is a learning organization. We invest heavily in professional development through:

• Structured onboarding programs that pair new hires with seasoned mentors.
• Continuous training modules on loan servicing, regulatory updates, and customer experience best practices.
• Tuition reimbursement and sponsorship for industry certifications (e.g., Certified Mortgage Banker, CAMS).
• Clear career ladders that enable advancement from advisory roles to supervisory, specialist, and managerial positions.
• Cross‑departmental rotation programs for those who wish to broaden their skill set across underwriting, risk, or product development.

Compensation, Perks & Benefits

While exact salary ranges are competitive and reflective of experience, arenaflex offers a comprehensive total rewards package, including:

• Base salary with performance‑based incentives tied to quality and borrower satisfaction metrics.
• Health, dental, and vision insurance plans with multiple coverage options.
• Retirement savings plan featuring company matching contributions.
• Paid time off, paid holidays, and additional days for community service.
• Employee assistance program (EAP) for personal and professional challenges.
• Life and disability insurance coverage.
• Work‑from‑home stipend for remote‑eligible staff.
• Company‑sponsored social events, team‑building outings, and annual celebrations.

How to Apply – Your Next Step with arenaflex

If you are ready to make a meaningful difference in borrowers’ lives while growing your career in a supportive, high‑performing environment, we invite you to apply today. Click the link below to submit your application, resume, and a brief cover letter that highlights your relevant experience and passion for customer service.

Apply Now – Join the arenaflex Team!

Equal Opportunity & Accessibility Statement

arenaflex is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, disability, veteran status, or any other characteristic protected by law. If you need a reasonable accommodation to complete the application process, please contact our HR team at HR@arenaflex.com. We are committed to providing a workplace where every employee can thrive.

Conclusion – Shape the Future of Homeownership with arenaflex

At arenaflex, your expertise as a Mortgage Customer Service Advisor will directly influence the stability and happiness of families across Oklahoma and beyond. Join a forward‑thinking organization that values your judgment, celebrates your contributions, and provides the resources you need to succeed. Take the first step toward a rewarding career—apply now and become an integral part of arenaflex’s mission to empower borrowers and set new standards for mortgage servicing excellence.