Mortgage Customer Service Advisor – Borrower Support & Loss Mitigation Specialist for Mortgage Portfolio Management
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Welcome to arenaflex – A Purpose‑Driven Leader in Mortgage Servicing
At arenaflex, we empower home‑owners across the nation to navigate the complexities of mortgage ownership with confidence and compassion. Recognized repeatedly as a top workplace, arenaflex blends cutting‑edge technology with a deeply human approach, ensuring every borrower receives the respect, clarity, and assistance they deserve. Our culture thrives on collaboration, continuous learning, and a shared commitment to making a real difference in people’s lives.
Why This Role Matters
As a Mortgage Customer Service Advisor, you will serve as the single point of contact (SPOC) for both current and delinquent borrowers, guiding them through the loan servicing journey. You will help borrowers understand loss‑mitigation options, complete necessary documentation, and negotiate payment solutions—all while maintaining strict regulatory compliance. Your empathy and problem‑solving expertise will directly contribute to preserving home ownership and protecting the financial health of arenaflex’s portfolio.
Core Responsibilities – Your Day‑to‑Day Impact
Borrower Relationship Management
Provide a single, trusted point of contact for borrowers throughout the servicing lifecycle.
Model sincere empathy and sensitivity when discussing difficult, life‑changing solutions.
Communicate clearly with a diverse population of borrowers, tailoring language to varying financial literacy levels.
Maintain professionalism and ethical standards in every interaction.
Loss‑Mitigation & Workout Solutions
Review borrower‑submitted loss‑mitigation applications, verifying income, credit, and supporting documents.
Enter accurate data into arenaflex’s loan servicing system and ensure all information meets quality‑control standards.
Explain loss‑mitigation options, deadlines, required documentation, and next steps to borrowers.
Assist borrowers in completing workout packages, guiding them through each required field and document.
Escalate complex or special cases to senior teams when necessary.
Payment Facilitation & Collections
Negotiate and facilitate urgent payment arrangements, including taking check‑by‑phone payments.
Set up repayment agreements and follow up to ensure compliance with agreed schedules.
Provide clear guidance on how borrowers can address delinquent balances and avoid foreclosure.
Cross‑Functional Collaboration
Partner with underwriting, legal, compliance, and other internal teams to resolve borrower issues quickly.
Share insights and trends that may improve processes or borrower experience.
Participate in regular team huddles, training sessions, and performance reviews.
Regulatory & Data Integrity Assurance
Adhere to FDCPA, UDAAP, FFIEC guidance, and arenaflex’s internal policies at all times.
Maintain data integrity, ensuring all borrower information is accurate, up‑to‑date, and securely stored.
Consistently meet quality‑control, adherence, and productivity metrics.
Essential Qualifications – What You Bring to the Table
Education: College graduate preferred or equivalent professional experience.
Experience: 1–2 years in banking, consumer lending operations, or high‑volume customer service.
Industry Knowledge: Familiarity with mortgage loans, loss‑mitigation processes, credit bureaus, and income calculations.
Regulatory Understanding: Basic knowledge of FDCPA, UDAAP, and FFIEC guidelines is highly beneficial.
Technical Proficiency: Strong command of Microsoft Office, email platforms, and proficiency with loan servicing software.
Communication: Excellent verbal and written skills, with the ability to explain complex concepts in plain language.
Problem‑Solving: Proven ability to analyze borrower situations and make sound, timely decisions.
Time Management: Exceptional organizational skills and the ability to manage multiple priorities under pressure.
Preferred Qualifications – Your Competitive Edge
Experience in default servicing, collections, or loss‑mitigation workflows.
Prior exposure to contact‑center environments, including headset use and call‑handling metrics.
Certification or training in mortgage servicing, such as a Certified Mortgage Servicing Professional (CMSP) designation.
Demonstrated success in achieving high customer satisfaction scores.
Core Skills & Competencies
Customer‑Centric Focus: Always puts the borrower’s needs first while balancing business objectives.
Analytical Acumen: Ability to interpret financial documents, credit reports, and borrower narratives.
Team Collaboration: Works seamlessly with peers and cross‑functional partners to drive resolutions.
Independent Judgment: Comfortable making decisions without direct supervision while following policy guidelines.
Attention to Detail: Spotting inconsistencies and ensuring accurate data entry.
Resilience: Thrives under pressure, meeting tight deadlines and handling emotionally charged conversations.
Life at arenaflex – Culture, Environment, and Growth
arenaflex prides itself on a supportive, inclusive, and innovative workplace. Our team members benefit from:
Mentorship programs and continuous learning opportunities.
Regular training on regulatory updates and industry best practices.
Recognition initiatives that celebrate outstanding customer service.
A flexible hybrid work model that balances remote productivity with collaborative in‑person moments.
Employee resource groups that champion diversity, equity, and inclusion.
Compensation, Perks, and Benefits
While specific salary ranges are dependent on experience, arenaflex offers a competitive total rewards package, including:
Base pay with performance‑based incentives.
Comprehensive health, dental, and vision insurance.
401(k) plan with employer matching.
Paid time off, holidays, and sick leave.
Professional development stipend and tuition reimbursement.
Employee assistance program and wellness initiatives.
Opportunities for internal mobility and career advancement within the organization.
Career Path & Advancement
The Mortgage Customer Service Advisor role is an excellent launchpad into a variety of mortgage‑servicing careers. High‑performing advisors can progress to senior advisory positions, team lead roles, loss‑mitigation specialists, or move into underwriting, compliance, and operations management. arenaflex actively supports lateral moves that broaden skill sets and vertical promotions that recognize expertise.
Physical & Operational Requirements
Prolonged periods of keyboarding and headset use.
Ability to lift moderate objects (e.g., documents, hardware).
Clear, articulate speech for telephone communication.
Consistent, punctual attendance adhering to ADA, FMLA, and other applicable regulations.
Location
This position is based in the Plano‑Parkwood area, with the flexibility to work in a hybrid model as defined by arenaflex’s remote‑work policy.
Application Process
If you have a passion for helping borrowers retain their homes and want to grow your career in a forward‑thinking organization, we invite you to apply today. Please submit your resume and a brief cover letter highlighting your relevant experience.
For candidates who require accommodations during the application process due to a disability, please email [email protected] and we will gladly assist.
Join arenaflex – Make a Difference Every Day
arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, national origin, disability, or any other characteristic protected by law.
Apply Now
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Apply Now
Welcome to arenaflex – A Purpose‑Driven Leader in Mortgage Servicing
At arenaflex, we empower home‑owners across the nation to navigate the complexities of mortgage ownership with confidence and compassion. Recognized repeatedly as a top workplace, arenaflex blends cutting‑edge technology with a deeply human approach, ensuring every borrower receives the respect, clarity, and assistance they deserve. Our culture thrives on collaboration, continuous learning, and a shared commitment to making a real difference in people’s lives.
Why This Role Matters
As a Mortgage Customer Service Advisor, you will serve as the single point of contact (SPOC) for both current and delinquent borrowers, guiding them through the loan servicing journey. You will help borrowers understand loss‑mitigation options, complete necessary documentation, and negotiate payment solutions—all while maintaining strict regulatory compliance. Your empathy and problem‑solving expertise will directly contribute to preserving home ownership and protecting the financial health of arenaflex’s portfolio.
Core Responsibilities – Your Day‑to‑Day Impact
Borrower Relationship Management
Provide a single, trusted point of contact for borrowers throughout the servicing lifecycle.
Model sincere empathy and sensitivity when discussing difficult, life‑changing solutions.
Communicate clearly with a diverse population of borrowers, tailoring language to varying financial literacy levels.
Maintain professionalism and ethical standards in every interaction.
Loss‑Mitigation & Workout Solutions
Review borrower‑submitted loss‑mitigation applications, verifying income, credit, and supporting documents.
Enter accurate data into arenaflex’s loan servicing system and ensure all information meets quality‑control standards.
Explain loss‑mitigation options, deadlines, required documentation, and next steps to borrowers.
Assist borrowers in completing workout packages, guiding them through each required field and document.
Escalate complex or special cases to senior teams when necessary.
Payment Facilitation & Collections
Negotiate and facilitate urgent payment arrangements, including taking check‑by‑phone payments.
Set up repayment agreements and follow up to ensure compliance with agreed schedules.
Provide clear guidance on how borrowers can address delinquent balances and avoid foreclosure.
Cross‑Functional Collaboration
Partner with underwriting, legal, compliance, and other internal teams to resolve borrower issues quickly.
Share insights and trends that may improve processes or borrower experience.
Participate in regular team huddles, training sessions, and performance reviews.
Regulatory & Data Integrity Assurance
Adhere to FDCPA, UDAAP, FFIEC guidance, and arenaflex’s internal policies at all times.
Maintain data integrity, ensuring all borrower information is accurate, up‑to‑date, and securely stored.
Consistently meet quality‑control, adherence, and productivity metrics.
Essential Qualifications – What You Bring to the Table
Education: College graduate preferred or equivalent professional experience.
Experience: 1–2 years in banking, consumer lending operations, or high‑volume customer service.
Industry Knowledge: Familiarity with mortgage loans, loss‑mitigation processes, credit bureaus, and income calculations.
Regulatory Understanding: Basic knowledge of FDCPA, UDAAP, and FFIEC guidelines is highly beneficial.
Technical Proficiency: Strong command of Microsoft Office, email platforms, and proficiency with loan servicing software.
Communication: Excellent verbal and written skills, with the ability to explain complex concepts in plain language.
Problem‑Solving: Proven ability to analyze borrower situations and make sound, timely decisions.
Time Management: Exceptional organizational skills and the ability to manage multiple priorities under pressure.
Preferred Qualifications – Your Competitive Edge
Experience in default servicing, collections, or loss‑mitigation workflows.
Prior exposure to contact‑center environments, including headset use and call‑handling metrics.
Certification or training in mortgage servicing, such as a Certified Mortgage Servicing Professional (CMSP) designation.
Demonstrated success in achieving high customer satisfaction scores.
Core Skills & Competencies
Customer‑Centric Focus: Always puts the borrower’s needs first while balancing business objectives.
Analytical Acumen: Ability to interpret financial documents, credit reports, and borrower narratives.
Team Collaboration: Works seamlessly with peers and cross‑functional partners to drive resolutions.
Independent Judgment: Comfortable making decisions without direct supervision while following policy guidelines.
Attention to Detail: Spotting inconsistencies and ensuring accurate data entry.
Resilience: Thrives under pressure, meeting tight deadlines and handling emotionally charged conversations.
Life at arenaflex – Culture, Environment, and Growth
arenaflex prides itself on a supportive, inclusive, and innovative workplace. Our team members benefit from:
Mentorship programs and continuous learning opportunities.
Regular training on regulatory updates and industry best practices.
Recognition initiatives that celebrate outstanding customer service.
A flexible hybrid work model that balances remote productivity with collaborative in‑person moments.
Employee resource groups that champion diversity, equity, and inclusion.
Compensation, Perks, and Benefits
While specific salary ranges are dependent on experience, arenaflex offers a competitive total rewards package, including:
Base pay with performance‑based incentives.
Comprehensive health, dental, and vision insurance.
401(k) plan with employer matching.
Paid time off, holidays, and sick leave.
Professional development stipend and tuition reimbursement.
Employee assistance program and wellness initiatives.
Opportunities for internal mobility and career advancement within the organization.
Career Path & Advancement
The Mortgage Customer Service Advisor role is an excellent launchpad into a variety of mortgage‑servicing careers. High‑performing advisors can progress to senior advisory positions, team lead roles, loss‑mitigation specialists, or move into underwriting, compliance, and operations management. arenaflex actively supports lateral moves that broaden skill sets and vertical promotions that recognize expertise.
Physical & Operational Requirements
Prolonged periods of keyboarding and headset use.
Ability to lift moderate objects (e.g., documents, hardware).
Clear, articulate speech for telephone communication.
Consistent, punctual attendance adhering to ADA, FMLA, and other applicable regulations.
Location
This position is based in the Plano‑Parkwood area, with the flexibility to work in a hybrid model as defined by arenaflex’s remote‑work policy.
Application Process
If you have a passion for helping borrowers retain their homes and want to grow your career in a forward‑thinking organization, we invite you to apply today. Please submit your resume and a brief cover letter highlighting your relevant experience.
For candidates who require accommodations during the application process due to a disability, please email [email protected] and we will gladly assist.
Join arenaflex – Make a Difference Every Day
arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, national origin, disability, or any other characteristic protected by law.
Apply Now
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Apply Now