CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.
A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.
CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.
Position Overview:
The Escalations Resolution Specialist will support RoundPoint Mortgage Servicing LLC. The Escalation Resolution Specialist is part of the Tier 1 Escalation Resolution team, whose primary responsibility is addressing the needs of escalated customers who have requested leadership, following an interaction with one of our call center representatives. Their first objective is resolving the immediate customer’s escalation, then identifying the root cause of the issue.
Escalation Resolution Specialist should be comfortable with contacting other lines of business to gather information and be able to document and recognize patterns of larger issues.
The Escalation Resolution Specialist reports to the Escalation Resolution Supervisor and must build and maintain relationships across Call Center Departments and amongst other lines of business.
Job Responsibilities:
- Monitor the Escalation Support Chat for incoming escalations from Call Center agents
- Handle all escalated calls as a trusted guide.
- Document all escalated calls and track opportunities for improvement
- Serve as a liaison between Call Center leadership and other lines of business to provide resolution
- Adhere to RoundPoint’s commitment to compliance
- Efficiently navigate through multiple servicing related systems and platforms
- Other duties not described above may be assigned as needed
Qualifications and Skills:
- 1+ years of mortgage experience, required.
- MSP/Five9 software experience, required.
- Excellent communication and customer service skills.
- Excellent prioritization and time management skills.
- Proficient with Microsoft Office applications.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com
CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com
California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.
CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law (“Protected Characteristics”). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.
CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.
Skills Required
- 1+ years of mortgage experience
- MSP and Five9 software experience
- Excellent communication and customer service skills
- Excellent prioritization and time management skills
- Proficiency with Microsoft Office applications
CrossCountry Mortgage, LLC. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CrossCountry Mortgage, LLC. and has not been reviewed or approved by CrossCountry Mortgage, LLC..
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Strong & Reliable Incentives — High-performing production roles are often seen as having very strong earning potential, with commission and bonus plans praised and pay aligning to high-volume pipelines. Feedback suggests these incentives can be especially lucrative in supportive branches and healthy markets.
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Healthcare Strength — The benefits package includes medical, dental, and vision coverage with multiple plan tiers, plus company-paid life and short- and long-term disability insurance. Feedback suggests HSA support and broad insurance choices contribute to a solid core offering.
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Flexible Benefits — Multiple medical plan options, HSA and FSA accounts, and optional coverages (critical illness, accident, hospital indemnity, supplemental life) allow employees to tailor coverage. Regional medical options in some locations further indicate flexibility.
CrossCountry Mortgage, LLC. Insights
What We Do
Community is everything At CCM, our vision is to become the most referred mortgage lender in every community we serve – and make a difference in the neighborhoods where you work and live. More than a team With such lofty ambitions, we know the importance of the individuals who call CCM home. When you work with us, you’re joining more than 7,000 doers, innovators, and mortgage makers. We’re dedicated to getting it done We tirelessly advocate for our clients and communities. By making every mortgage feel like a win, we can help our clients truly feel at home. Be the difference maker We’re proud of our philanthropic efforts and partnerships, and you’ll see them at the forefront of our work. Programs like CCM Cares show our dedication to making a difference by directly impacting the people and places in our communities. Connected by culture, proven by performance We’re endlessly motivated, not only by our mission, but by the people around us and values we share. From branch-sponsored community events to our annual Sales Rally, we like celebrating wins of all sizes. NMLS3029 Equal Housing Opportunity
