Senior Escalation Specialist

Description

CMG Financial is hiring Senior Escalation Specialistwho serve clients throughout their loan lifecycle, delivering a seamless, high-touch servicing experience from loan boarding through loan maturity. This role combines deep mortgage servicing expertise with exceptional relationship management skills to guide borrowers through loan modifications, payment concerns, escrow inquiries, and other servicing matters. The Senior Escalation Specialistacts as a trusted advisor and primary advocate for CMG’s Chairmans Club loan officers, coordinating across internal departments to resolve complex servicing issues while ensuring regulatory compliance and customer satisfaction. This position requires an industry professional with proven experience in mortgage servicing operations, outstanding communication abilities, and a customer-first mindset.

ESSENTIAL DUTIES and RESPONSIBILITIES, includes the following responsibilities, but not limited to:

• Relationship Management: Serve as the dedicated contact for an assigned portfolio & Chairman’s Club, providing proactive communication, updates, and guidance throughout the life of their loan.
• Servicing Issue Resolution: Guide clients through complex servicing matters including payment adjustments, escrow analysis, loan modification applications, payoff requests, and insurance-related inquiries with empathy and expertise.
• Financial Assessment & Analysis: Review and assess borrowers' financial documentation to determine eligibility for loss mitigation options, payment plans, or other servicing solutions in accordance with investor guidelines and regulatory requirements.
• Documentation & Verification: Collect, verify, and process all necessary financial documents and information required for servicing actions, ensuring accuracy and completeness.
• Proposal Development: Prepare detailed servicing solutions and recommendations for senior leadership or committees, presenting options that balance borrower needs with company and investor requirements.
• Cross-Functional Coordination: Collaborate with internal departments including underwriters, risk management, payments, escrow, insurance, and technology teams to ensure timely and accurate resolution of borrower needs.
• Exceptional Customer Service: Maintain elite service standards by responding to inquiries promptly, resolving issues professionally, and anticipating borrower needs before they become problems.
• Record Keeping & Compliance: Maintain comprehensive, accurate records of all client interactions, servicing actions, and loan status updates in accordance with regulatory and company requirements.
• Process Improvement: Act as the customer's voice, identifying opportunities to enhance the servicing experience and partnering with operations teams to implement improvements.
• Regulatory Awareness: Stay current on federal and state servicing regulations, investor guidelines, and industry best practices to ensure full compliance in all borrower interactions.
• Escalation Management: Handle complex escalations with diplomacy and problem-solving expertise, working to achieve positive outcomes for both borrowers and the organization.
• Other projects and assignments as needed.

QUALIFICATIONS AND EXPERIENCE:

• Proven experience in a mortgage servicing role with client-facing responsibilities.
• Experience in both mortgage originations and servicing operations strongly preferred.
• Proficient in Microsoft Office suite.
• Highly organized, reliable, and results-driven with strong attention to detail.
• Ability to hustle, willingness to learn, and adapt quickly to working in a fast-paced, fluid environment.
• Excellent communication skills, both written and verbal, with the ability to explain complex servicing concepts in clear, accessible terms.
• Excellent conflict resolution and problem-solving skills with a customer-first approach.
• Strong analytical abilities to assess financial information and determine appropriate servicing solutions.
• Ability to manage multiple client relationships and prioritize competing demands effectively.
• Ability to work independently and as a member of a high-performing team.
• Commitment to excellence and extraordinary standards in customer care.
• Demonstrated ability to maintain composure and professionalism when managing difficult or emotional client situations.

NOT REQUIRED BUT NICE TO HAVE:

• Bachelor's degree in Business, Finance, or related field, or equivalent experience in the Industry.
• Experience with loss mitigation, loan modifications, or default servicing.
• Knowledge of RESPA, TILA, Regulation X, Regulation Z, and other consumer protection regulations.
• Experience with Salesforce Financial Service Cloud.
• Experience with Salesforce Service Cloud Voice.
• Experience with call center or customer relationship management technology.
• Experience with Domo reporting and analytics.
• Experience with LoanServ or similar loan servicing platforms.
• Bilingual capabilities (English/Spanish or other languages).

SUPERVISORY RESPONSIBILITIES:

Direct Reports: N/A

PHYSICAL and ENVIRONMENTAL CONDITIONS:

This role operates in an ADA compliant office environment, utilizing typical office equipment and tasks including computer work. The position may involve partial stationary positions and moving throughout the day. Flexibility to work overtime to meet project deadlines is required.

COMPENSATION

CMG pays a competitive salary which ranges from $60,000 to $80,000 annually. Factors that affect salary may include: Mortgage Servicing, Call Center Operations and Customer Service experience, overall knowledge of mortgage servicing industry, number of years worked in mortgage industry, computer skills, customer service experience specific to working with mortgage customer's, and education.

CMG Financial is an equal opportunity employer and does not unlawfully discriminate in employment decisions. CMG will consider all qualified applicants without regard to race, religion, national origin, sex, age, veteran status, disability, familial status, marital status, actual or perceived sexual orientation, or actual or perceived gender identity. Applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of CMG Financial or reach out to [email protected].

CMG MORTGAGE, INC. NMLS #1820 If you are a recruiter or placement agency, please do not submit resumes to any person or email address at CMG Financial prior to having a signed agreement . CMG Financial is not liable for and will not pay placement fees for candidates submitted by any agency other than its approved recruitment partners. Furthermore, any resumes sent to us without an agreement in place will be considered your company’s gift to CMG Financial and may be forwarded to our recruiters for their attention.