[Hiring] Mortgage Flood Insurance Customer Support @Extend Your Team

Role Description

Responsible for managing complex account servicing tasks related to CH portfolios. This role supports end-to-end account closure processes, insurance management, compliance reviews, payment processing, and escalated customer support functions. The position requires strong attention to detail, cross-functional communication, and the ability to manage time-sensitive and audit-sensitive requests.

Responsibilities

• Back-End & Account Servicing
  • Review, manage, and resolve CH Back-End–tagged tickets in a timely and accurate manner.
  • Assist with payoff quote requests from CH and lenders.
  • Process account closure endorsements end-to-end, including both Self-Serve and internal requests.
  • Handle account-closing–related unblock requests.
  • Post manual payments accurately and in compliance with internal controls.
• Reconveyance & Compliance
  • Prepare bi-weekly reconveyance requests for audit review.
  • Submit bi-weekly reconveyance requests to ProTitle following audit approval.
  • Review and clear OFAC-blocked LIDs in accordance with regulatory requirements.
• Insurance Management
  • Manage flood insurance renewals and Letters of Lender (LOL) end-to-end.
  • Manage Homeowners Insurance (HOI) renewals end-to-end for condo accounts.
  • Coordinate with Flood and HOI agencies to resolve coverage, renewal, and compliance issues.
• Outbound & Stakeholder Communication
  • Conduct outbound calls to CH, lenders, and Flood/HOI agencies to resolve issues, obtain documentation, and provide status updates.
• Customer Support Oversight
  • Manage and support Level 1 Customer Support Specialists, providing guidance, escalation handling, and quality oversight as needed.

Qualifications

• At least 5 years of experience in mortgage servicing, loan operations, insurance servicing, or financial services preferred.
• Strong knowledge of account closure, payoff processing, reconveyance, and insurance renewals.
• Familiarity with compliance concepts such as OFAC and audit processes is a plus.
• Strong attention to detail and ability to manage multiple priorities.
• Excellent verbal and written communication skills.
• Proficiency with internal servicing systems and ticketing platforms.
• Must be from the Philippines.
• Can work Pacific Standard Timezone.

Work Setup

• Permanent work-from-home/remote.
• US Business Hours (Pacific Time).
• Occasional weekend work depending on business needs.

Benefits

• HMO coverage.
• Internet allowance (up to $50/month for a 30 Mbps+ connection).
• Option to add one dependent to your HMO if you waive the internet allowance.
• Equipment provided— we’ll ship it to you after background check clearance.

Additional Information

• Compensation paid twice a month, deposited in your bank account — no delays!
• We use a time tracking application (Time Doctor).
• We pay on an hourly basis in USD.