Customer Service Associate II - XomeDirect (3903) in Lewisville, TX at Xome

Date Posted: 8/9/2018

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Job Description

Ready to be a Cooper too? This might just be right up your alley!

There’s no place like Xome TM! At Xome, we believe the process of buying and selling a home shouldn’t undermine the excitement of home ownership, so we’ve reimagined the real estate experience to create a bridge­­­­­­ between the offline and online world. Xome is the only platform that digitally connects every major touch-point in the real estate process— giving our customers unique visibility and access into all parts of the real estate transaction process.

Our culture encourages collaboration, breakthrough thinking and work that makes a lasting difference. We reward initiative and informed decisions, and empower you to act in the best interests of our customers and our company. Our decisions are guided by our key principles of: Putting Customers First, Having a Bias for Action, Failing Fast, Innovating and Breaking Paradigms, and Creating Sustainable results.

Here at Xome, we recognize that our past, present, and future success is driven by the passionate and talented people we employ, and we are always looking for smart, dedicated people to join our teams. We put a priority on not simply hiring incredible people, but retaining them with engaging, challenging jobs – as well as a respect for the importance of balance and work-life integration.

If you are excited by the idea of building revolutionary products to simplify real estate nationwide, and want to help us raise the bar – we look forward to hearing from you.


The Customer Service is responsible for a fielding in-bound calls and placing outbound calls from customers or authorized third parties regarding all auctions events, closing updates, website issues and other general questions. The position will manage the ‘click to chat’ function within the site. The position is also responsible for providing excellent customer service and knowledgeable responses to resolve customer concerns within the set SLA’s.


Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances.

Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns.

Timely and accurate processing of payoff statement quotes, including prepayment penalty and refund calculations.

Resolve mortgage research items by utilizing the servicing system.

Assists borrowers with late charge waiver, due date change, and other loan maintenance requests.

Process Verifications of Mortgage for both internal and external customer.

Input data and verify information as it pertains to processing telephone draft payments.

Provide customers with information about company products and services to generate additional revenue through cross-sell/up-sell opportunities.

Properly document each customer interaction in the servicing system.

Perform loan-related mathematical equations.

Perform follow-up and research tasks to ensure problem resolution.

Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.


Graduation from a 4-year college or university with major course work in a discipline related to the requirements of the position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job.

Understanding of federal and state mortgage servicing requirements, standards and servicing processes preferred.

Minimum of 1 year experience of mortgage customer service background preferred or customer service experience in a banking or financial services environment considered

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United States of America

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