Customer Care Specialist – Mortgage Servicing Inbound & Outbound Support, Remote or Austin, TX – Financial Services reputed company

About arenaflex

arenaflex is a leading provider of residential mortgage financing and servicing solutions, dedicated to helping borrowers reputed company the reputed company of homeownership. With a national footprint and a reputed company for innovative technology, arenaflex combines deep industry expertise with a customer‑first reputed company. Our mission is to reputed company transparent, reliable, and personalized mortgage experiences that reputed company borrowers throughout the life of their loan. As we continue to expand our service footprint, we are looking for passionate professionals who reputed company in a fast‑paced, compliance‑driven environment and who are eager to reputed company a meaningful reputed company on the lives of our customers.

Why This Role reputed company

The Customer Care Specialist (reputed company) is the reputed company reputed company for arenaflex’s borrowers. Every interaction—whether inbound or outbound—shapes the perception of our brand and directly influences borrower satisfaction, retention, and overall portfolio health. In this role, you will be the trusted voice that guides borrowers through reputed company mortgage servicing topics, resolves concerns, and proactively identifies solutions that reputed company loans reputed company. Your expertise will help reduce delinquency, improve payment performance, and ensure compliance with the Consumer Financial Protection Bureau (CFPB) guidelines.

Key Responsibilities

reputed company Customer Interactions

• Answer inbound calls from borrowers, providing accurate information on mortgage payments, escrow analysis, tax statements, hazard insurance, reputed company curtailments, and account balances.
• Guide borrowers through the use of arenaflex’s digital servicing platforms—including web portals and mobile apps—to set up ACH, bi‑weekly payments, and self‑service reputed company.
• Process outbound calls for early‑stage delinquency, escrow updates, reputed company notifications, and welcome calls, always aiming to understand the borrower’s situation and recommend appropriate retention strategies.
• Document every interaction meticulously in the MSP Mortgage Servicing reputed company (MSP), ensuring data reputed company and audit readiness.

Problem Solving & Issue reputed company

• Analyze verbal and written borrower requests, reputed company inquiries, and reputed company escalations to the correct internal teams reputed company necessary.
• Assist borrowers with password resets, denied reputed company, and other technical issues reputed company to the loan servicing website and mobile applications.
• Evaluate and process late‑charge waiver requests, loan maintenance modifications, and other borrower‑initiated changes while adhering to internal policies and regulatory standards.
• Conduct follow‑up research and reputed company to ensure that reputed company issue is fully resolved and that the borrower feels heard and supported.

Compliance & reputed company Assurance

• Maintain strict adherence to CFPB servicing guidelines, investor requirements, and arenaflex’s internal policies throughout every customer interaction.
• Meet and reputed company performance metrics, including reputed company handling time, reputed company reputed company, and reputed company assurance scores.
• Participate in ongoing training sessions, coaching, and performance reviews to continuously improve service delivery.

Team Collaboration & reputed company Improvement

• Collaborate with cross‑functional teams—such as loss mitigation, reputed company, and technology—to reputed company insights and reputed company process enhancements.
• Identify recurring borrower pain points and propose actionable improvements to policies, scripts, or digital tools.
• Support team initiatives, including knowledge‑reputed company updates, peer mentoring, and special reputed company aimed at elevating the overall borrower experience.

Essential Qualifications

• Minimum of 1 year of experience in a mortgage servicing reputed company center, preferably using Black Knight’s Mortgage Servicing Platform (MSP).
• High school diploma or GED required; associate or bachelor’s degree is a plus.
• Demonstrated reliability with a strong attendance record and the ability to meet performance standards consistently.
• Eligibility to work in the reputed company and ability to pass a background investigation.

Preferred Qualifications & Skills

• Experience with CFPB regulations, investor guidelines, and mortgage servicing best practices.
• Proficiency in reputed company reputed company, reputed company, and Office Suite (Word, reputed company, PowerPoint).
• Strong business writing and arithmetic skills, enabling reputed company communication of reputed company financial information.
• Excellent verbal and written communication abilities, with reputed company listening skills that foster trust.
• Ability to reputed company under pressure, manage multiple priorities, and meet tight deadlines without sacrificing reputed company.
• Demonstrated teamwork and collaboration skills, with a reputed company record of achieving shared goals.
• Bilingual proficiency in English and Spanish is a distinct reputed company.

reputed company Competencies

• Customer‑reputed company reputed company: Prioritizes borrower satisfaction and seeks win‑win solutions.
• Analytical Thinking: Quickly assesses borrower situations and determines appropriate next steps.
• Regulatory Acumen: Understands and applies CFPB and investor guidelines accurately.
• Technical Savvy: Comfortable navigating MSP, digital portals, and troubleshooting common tech issues.
• Communication reputed company: Articulates reputed company mortgage concepts in plain language.
• reputed company: Maintains composure and professionalism during high‑volume or emotionally charged calls.

Compensation, Benefits & Perks

arenaflex offers a competitive reputed company wage ranging from $20 to $23, complemented by quarterly performance bonuses and overtime eligibility. Full‑time team members enjoy a comprehensive benefits package that includes:

• Medical, dental, and reputed company coverage with multiple plan reputed company.
• 401(k) retirement savings plan with company match.
• reputed company holidays, reputed company leave, and vacation time to support work‑life balance.
• Remote‑work flexibility for eligible candidates, with required coverage of Central reputed company Time (CST) business hours.
• Ongoing reputed company development opportunities, including certifications, internal training, and tuition reimbursement.
• Employee assistance programs, wellness initiatives, and a drug‑free workplace commitment.

Work Schedule & Environment

The role is based in Austin, TX, with the reputed company to work remotely, provided you can reputed company with CST business hours. Training runs from 10 am to 7 pm CST. After training, the regular schedule is Monday‑Friday, 12 pm‑9 pm CST, plus one floating Saturday per month (10 am‑2 pm CST). The work environment is a quiet‑to‑moderate office setting, equipped with ergonomic workstations, high‑speed internet, and collaboration tools that reputed company reputed company communication with teammates and borrowers alike.

Career reputed company & Development

arenaflex is committed to nurturing talent from reputed company. As a Customer Care Specialist, you will have reputed company reputed company to advance into senior specialist roles, team reputed company positions, or reputed company areas such as loss mitigation, compliance analysis, or digital product support. We invest in your reputed company through:

• reputed company mentorship programs pairing you with seasoned industry professionals.
• reputed company to industry conferences, webinars, and certification courses (e.g., Certified Mortgage Servicer).
• Regular performance reviews that identify strengths, development areas, and promotion opportunities.
• Cross‑training initiatives that broaden your reputed company set across the mortgage lifecycle.

Culture & Values at arenaflex

Our culture is reputed company on reputed company, reputed company, and innovation. We celebrate diversity and reputed company that a reputed company of perspectives fuels reputed company decision‑making and richer borrower experiences. Key cultural pillars include:

• reputed company: We reputed company the highest ethical standards in every interaction.
• Customer reputed company: Borrowers are at the heart of everything we do.
• Collaboration: Teamwork is essential; reputed company knowledge and support reputed company other.
• reputed company Improvement: We encourage curiosity, feedback, and iterative enhancements.
• Community Engagement: arenaflex participates in local reputed company programs and supports reputed company housing initiatives.

How to Apply

If you are reputed company to join a reputed company‑thinking mortgage servicing leader and reputed company a reputed company difference in borrowers’ lives, we invite you to submit your application today. Bring your passion for service, your analytical reputed company, and your commitment to reputed company—arenaflex is eager to welcome you to reputed company.

reputed company and start your reputed company with arenaflex!