Customer Resolution Specialist (Mortgage Servicing)

Location: Fort Mill, South Carolina, USA

Salary: $21.24–$28.30 per hour

Company

hirify.global provides technology, products, and services for the mortgage and real estate industries, with a focus on personalized service, security, compliance, and customer satisfaction.

What you will do

• Research and respond to escalated customer inquiries, complaints, and standard information requests.
• Communicate with customers through inbound and outbound calls, email, and written correspondence.
• Troubleshoot issues, coordinate with relevant business areas, and provide clear resolutions.
• Manage assigned case inventories and pipelines while meeting compliance-related deadlines.
• Maintain escalation logs, records, files, and customer contact documentation.
• Identify emerging trends and support customer setup, onboarding, installations, training, and product demonstrations when needed.

Requirements

• High school diploma or equivalent.
• Generally 5+ years of related experience, including customer escalations, written interactions, or complaint handling.
• Strong research, problem-solving, organization, time management, and deadline-management skills.
• Excellent verbal and written communication, active listening, conflict resolution, collaboration, negotiation, decision-making, and critical-thinking skills.
• Strong Microsoft Office and computerized data-entry or relevant application skills.
• Successful completion of a background check, credit check, and drug screening is required where permitted by law.

Culture & Benefits

• Inclusive, people-first workplace that supports individuality and diversity.
• Benefits may include medical, dental, and vision coverage.
• 401(k), paid time off, and paid sick leave may be available based on eligibility.
• Employee stock purchase plan and other benefits may be available.