Customer Service Specialist

• Mortgage Operations Support Assistant

• A top Fortune 50 financial institution is seeking a Mortgage Operations Support Assistant to support mortgage production teams throughout the loan origination process. This role focuses on documentation, member service, loan tracking, and operational accuracy while minimizing risk and ensuring regulatory compliance.

• About the Opportunity:

• Work Arrangement: Hybrid — 3 days onsite per week

• Location: Pensacola, FL

• Schedule: Monday–Friday

• Hours: 8:30 AM–5:00 PM local time

• Setting: Mortgage Operations / Financial Services

Responsibilities:

The Mortgage Operations Support Assistant will be responsible for:

• Support new loan setup, including document indexing, validation, and mortgage system updates.

• Conduct member follow-up regarding outstanding documentation and loan status.

• Maintain accurate notes, contact histories, and action items in mortgage databases.

• Review daily production reports and take appropriate follow-up actions.

• Prepare and submit production reports for tracking purposes.

• Collaborate with Mortgage Loan Officers, Processors, Closers, vendors, and government agencies to resolve discrepancies.

• Ensure documentation and processes comply with applicable regulations and internal policies.

• Identify process inefficiencies and recommend improvements.

• Provide guidance, training, and support to team members as needed.

• Perform administrative duties including filing, faxing, copying, and document management.

Qualifications:

• High school diploma or equivalent.

• Strong attention to detail and ability to work accurately with numbers and documentation.

• Experience working with Microsoft Word, Excel, and multiple computer applications.

• Strong verbal and written communication skills.

• Strong organizational and problem-solving abilities.

• Ability to interact professionally with members, management, vendors, and internal teams.

• Ability to exercise initiative and sound judgment.

• Ability to navigate multiple systems and adapt to new technologies.

• Strong customer service and follow-up skills.

Desired Skills:

• Experience in mortgage operations, banking, financial services, or customer service preferred.

• Prior mortgage lending or loan origination experience.

• College coursework or additional education.

• Familiarity with mortgage products, policies, and procedures.

• Experience with mortgage lending systems and databases.

• Previous experience mentoring or training team members.