Customer Service Specialist

Location: In office at 350 S Grand Ave, Los Angeles, California, US 90071

Salary: $24.46–$36.69 per hour, plus eligibility for bonus and/or commissions.

Company

hirify.global is a financial services company founded in 1954 and a subsidiary of Royal Bank of Canada.

What you will do

• Respond to written, email, and phone inquiries about loan servicing and act as a primary contact for clients and internal banking units.
• Research and resolve issues involving loan applications, boarding, payment application, loan terms, system codes, product types, and processing functions.
• Process and explain mortgage servicing items including escrow analysis, taxes, insurance, PMI, variable-rate plans, interest adjustments, and reamortizations.
• Coordinate with clients, account officers, and operational units to ensure accurate paperwork and account servicing arrangements.
• Prepare exception reports and reverse automatic payment overdrafts within established limits based on analysis and sound decision-making.
• Provide guidance on complaints, processing issues, account inquiries, and product or service suggestions while following banking policies and regulations.

Requirements

• Bachelor's degree or equivalent.
• At least 3 years of loan servicing experience, preferably in loan boarding, payment processing, or a system-processing role.
• At least 3 years of customer service experience.
• Knowledge of banking requirements and regulations, including consumer regulations related to credit bureau reporting, dispute resolution, SCRA, and RESPA.
• Excellent organizational, customer service, written, and oral communication skills.
• Working knowledge of Metavante, AFS, and Leasepak.

Culture & Benefits

• Medical, dental, and vision coverage available from the first day of the month following the start date.
• 401(k) company matching contribution.
• Tuition reimbursement, internal upskilling, and training resources.
• Vacation, sick, and volunteer time benefits.
• Health and family planning support programs, including fertility and condition-specific benefits.
• Career mobility support, colleague resource groups, and an inclusive equal-opportunity workplace.