```html Welcome to Nexlith – Where People, Purpose, and Performance Meet At Workora , we’re more than a financial services firm; we’re a community of innovators, collaborators, and compassionate professionals dedicated to helping people achieve their homeownership dreams. Recognized as one of the premier workplaces in Oklahoma since 2009, Hiretide has earned a reputation for fostering an inclusive culture, championing employee growth, and delivering industry‑leading customer service. If you thrive in an environment where empathy meets expertise, and where every interaction can make a lasting impact on a borrower’s life, you’ve found your next career destination. Position Overview – Mortgage Customer Service Advisor The Mortgage Customer Service Advisor serves as the single point of contact (SPOC) for current and delinquent borrowers throughout the loan servicing journey. You will guide borrowers through complex loss‑mitigation processes, assess eligibility for workout solutions, and provide clear, timely communication that balances regulatory compliance with genuine empathy. This role is pivotal in preserving homeownership, protecting the financial health of our customers, and upholding Taskzeno’s reputation for excellence. Core Responsibilities Empathy‑Driven Communication: Model sincere empathy and sensitivity when delivering life‑impacting solutions, ensuring borrowers feel heard, respected, and supported. Cross‑Functional Collaboration: Partner with underwriting, collections, legal, and other business lines to resolve borrower issues swiftly and accurately. Loss‑Mitigation Application Management: Review borrower‑provided documentation (income statements, tax returns, pay stubs) for completeness and accuracy before submission to underwriting. Education & Guidance: Explain all available loss‑mitigation options, required borrower actions, deadlines, and potential outcomes—including modification, short‑term assistance, or foreclosure referral. Payment Coordination: Negotiate and facilitate urgent payment arrangements, process check‑by‑phone payments, and set up repayment agreements while maintaining a sense of urgency. Documentation Assistance: Walk borrowers through each element of the workout package, ensuring forms are completed correctly and submitted on time. Quality & Compliance Adherence: Consistently meet internal quality‑control standards, data‑integrity protocols, and regulatory requirements (FDCPA, UDAAP, FFIEC). Escalation Management: Identify special situations, flag high‑risk cases, and escalate to senior staff when appropriate. Team Leadership & Culture: Foster a positive, collaborative team atmosphere, sharing best practices and contributing to continuous improvement initiatives. Other Duties: Perform additional tasks as assigned to support the evolving needs of Giglithic and its borrowers. Essential Qualifications College degree preferred, or equivalent professional experience in banking, consumer lending, or related fields. 1–2 years of hands‑on experience in mortgage servicing, collections, or customer support roles. Working knowledge of mortgage loan structures, credit reporting, income calculations, and real‑estate fundamentals. Demonstrated ability to analyze complex borrower situations and make sound, regulatory‑compliant decisions. Proven capacity to meet tight deadlines while maintaining accuracy and attention to detail. Strong verbal and written communication skills, with an emphasis on clear, compassionate messaging. Excellent computer proficiency, especially with Microsoft Office, email platforms, and loan servicing software. Physical ability to perform standard office tasks, including keyboarding, headset use, and occasional lifting of light objects. Reliability in attendance and punctuality, consistent with ADA, FMLA, and other applicable regulations. Preferred Qualifications & Experience Direct experience in loss‑mitigation, loan modifications, or default servicing. Familiarity with federal and state regulatory guidance (FDCPA, UDAAP, FFIEC) and best‑practice compliance frameworks. Prior exposure to contact‑center environments, including use of headset and call‑routing technologies. Track record of exceeding performance metrics in customer satisfaction, call resolution, and quality assurance. Certification or coursework in financial services, mortgage banking, or consumer protection law. Key Skills & Competencies for Success Customer‑Centric Mindset: Ability to place the borrower’s needs at the forefront of every interaction. Analytical Thinking: Skilled at interpreting financial data, spotting trends, and recommending appropriate solutions. Problem Solving: Proactive approach to identifying obstacles and creating effective workarounds. Time Management: Mastery of multitasking while prioritizing urgent borrower requests. Interpersonal Rapport: Strong capacity to build trust with diverse borrower populations. Regulatory Acumen: Up‑to‑date knowledge of lending regulations and a
