Corporate Customer Service Specialist Position | New American Funding – Limited Seats – Apply now Full Time

1. Job Overview

New American Funding is hiring a Corporate Customer Service Specialist to join its high-performing Corporate Customer Service Department—also known as the “Office of the President.” This role is ideal for someone with a strong mortgage background, excellent communication abilities, and a passion for resolving customer concerns with clarity, professionalism, and accuracy.
You will support internal and external customers—including clients, loan officers, real estate partners, and third-party vendors—by researching issues, addressing disputes, providing updates, and ensuring smooth loan processing from start to finish.

This is a full-time, remote position, but you must be living in a Pacific Standard Time (PST) zone and have previous mortgage experience.

2. Company Introduction

New American Funding (NAF) is a leading mortgage lender with more than 1,001–5,000 employees and a mission centered around helping individuals and families achieve the American dream of homeownership.
The company is recognized for its diverse mortgage products, competitive pricing, and commitment to delivering excellent customer service—before, during, and long after the loan closes.
NAF prides itself on servicing its own loans, building long-term relationships, and ensuring every customer receives reliable, compassionate, and timely support.
With a strong reputation, solid industry standing (NMLS #6606), and a customer-focused culture, New American Funding continues to grow as one of the most trusted names in the mortgage world.

3. Job Details Table

4. Salary & Benefits

New American Funding offers a competitive hourly pay rate of $22–$24 per hour, depending on experience.
Full-time employees enjoy a comprehensive benefits package, which includes:

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Paid time off and holidays

• Supportive team environment

• Opportunities for professional development

• Stable and well-structured corporate workflow

• Long-term career growth in the mortgage lending industry

The company is committed to maintaining a professional, safe, and inclusive workplace.

5. Responsibilities

As a Corporate Customer Service Specialist, you will perform a variety of duties linked to customer support, complaint resolution, and mortgage loan administration. Responsibilities include:

• Reviewing and researching customer complaints to provide accurate solutions

• Documenting all issues, inquiries, and disputes in the Customer Service log

• Keeping logs updated by closing completed cases

• Responding to customer service inbox emails promptly

• Reviewing credit inquiries and disputes submitted by borrowers or third parties

• Processing check requests for refunds or reimbursements

• Answering all calls coming through the Customer Service phone queue

• Communicating with clients, loan officers, processors, and internal departments

• Studying and standardizing procedures to improve department efficiency

• Listening to recorded customer calls for quality, professionalism, and compliance

• Assisting other departments (Processing, Insuring, etc.) in clearing post-closing conditions

• Investigating escrow holdback issues and pending repair conditions

• Maintaining a high level of professionalism and communication throughout the loan cycle

6. Skills & Qualifications

To succeed in this role, candidates must meet the following qualifications:

Required

• High school diploma or GED

• 3–5 years of customer service experience in the mortgage industry

• Strong knowledge of mortgage products: FHA, VA, Conventional, HELOCs, 2nd Mortgages, Home Improvement loans, DPA programs, bond programs

• Understanding of federal and state regulations: RESPA, TILA, HMDA, etc.

• Previous experience with Encompass or similar mortgage loan origination systems

• Excellent verbal and written communication skills

• Strong problem-solving and analytical abilities

• Ability to maintain professionalism with customers, internal teams, and business partners

Physical Requirements

• Ability to sit or stand for long periods

• Ability to lift up to 10 pounds

• Basic mobility to bend, kneel, reach, or operate office equipment

• Clear vision and hearing (with or without correction)

7. How to Apply

You can apply directly through the company’s job portal or LinkedIn’s “Apply” button.
Submit your resume, ensure your profile highlights your mortgage experience, and attach any relevant certifications or achievements.

8. Selection Process

The hiring process typically includes:

1. Application Review

2. HR Screening Call

3. Interview with Customer Service Leadership

4. Skills or System Knowledge Assessment (may include Encompass familiarity)

5. Final Offer & Background Check

New American Funding is an Equal Opportunity Employer and maintains a drug-free workplace.

9. Sample Interview Questions

Here are some questions you may be asked during the interview:

1. How do you handle difficult customer complaints?

2. Describe your experience working with FHA, VA, or Conventional loans.

3. What steps do you take to research and resolve mortgage disputes?

4. How comfortable are you with Encompass or other LOS platforms?

5. Describe a time you improved a process or reduced customer delays.

6. How do you maintain accuracy when handling multiple cases at once?

7. What motivates you to work in mortgage customer service?

10. Tips to Improve Your Application

• Highlight your mortgage industry experience clearly

• Show your familiarity with federal regulations like RESPA and TILA

• Mention customer service achievements (complaint resolution, call quality, etc.)

• Emphasize your ability to work remotely in the PST time zone

• List any experience with Encompass

• Ensure your resume is updated with relevant job titles and responsibilities

• Keep your LinkedIn profile complete to pass automated screening

11. Frequently Asked Questions (FAQs)

Q1: Is this job fully remote?
Yes, but you must live in a PST time zone.

Q2: Do I need mortgage experience?
Yes, 3–5 years of mortgage customer service experience is required.

Q3: What systems do I need to know?
Encompass or similar loan origination systems.

Q4: What type of customer issues will I handle?
Loan status updates, disputes, credit inquiries, and complaint resolutions.

Q5: Are benefits included?
Yes—full-time benefits plus a 401(k) plan.

12. Final Conclusion

The Corporate Customer Service Specialist role at New American Funding offers a stable, rewarding career for professionals with a mortgage background. If you enjoy solving problems, delivering exceptional customer support, and working in a structured remote environment, this position provides excellent growth potential.
With competitive pay, strong benefits, and a company dedicated to excellence, this opportunity is ideal for candidates looking to advance in the financial and mortgage services industry while working from home in the PST time zone.

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