Description About the Role The Loan Servicing Support Specialist is the steady, behind-the-scenes presence supporting Homewise homeowners after they've closed on their homes. While other roles focus on getting a customer to close, your work begins where theirs ends, making sure the loan stays on track, the records stay clean, and every homeowner has someone to call when a question comes up. You'll report to Homewise's Loan Servicing Manager and work alongside our coaching, lending, and real estate teams to ensure every client experiences a seamless transition into homeownership — and steady support long after. People who thrive in this role enjoy both halves of the work: the methodical satisfaction of keeping records in good order, and the live, in-the-moment human side be it a quick question or a harder conversation. You'll Be a Great Fit If: • You appreciate that customer service comes from understanding the issue, not from a script. • You listen first, solve problems second. • You're warm and respectful, people leave every interaction feeling seen and understood. • You stay composed under pressure. • You're detail-oriented. • You're flexible. • You're a strong collaborator who builds working relationships across teams and reaches out for help when you need it. • You're comfortable with technology, and you pick up new systems readily. • You’re bilingual in Spanish and English, since some Homewise homeowners are Spanish speakers. What You'll Be Doing • Auditing, tracking, and managing the receipt of final mortgage documents — including recorded security instruments, title policies, and assignments of mortgage. • Coordinating with title companies, county offices, and document custodians to resolve missing or inaccurate documentation. • Maintaining an accurate tracking system that keeps all required documents on schedule and in compliance. • Helping customers with loan servicing questions and issues, in person and over the phone. • Supporting monthly collection efforts through outbound calls and follow-up communication, with a customer-service-first approach. • Preparing Verification of Mortgage (VOM) documentation as requested. • Coordinating with title companies and financial institutions to prepare and verify the accuracy of payoff requests. • Partnering with internal teams to maintain a high service standard, while ensuring compliance with all applicable regulations, policies, and procedures. Requirements Minimum Requirements • Some Customer Service experience • High School Diploma or equivalent • Ability to work in office during Homewise’s core hours: Monday-Friday, 8:00AM-5:00PM • This is largely a sedentary role; it requires the ability to sit or stand for extended periods of time. • Must be able to occasionally lift objects up to 20 pounds • This position is located in our Santa Fe office