About the role

Fusion CX is hiring a Back-Office Servicing Specialist in San Ignacio to support loan servicing operations: processing documents accurately, managing shared inboxes, keeping account records up to date and coordinating administrative tasks, including documentation for manufactured-home relocations.

Responsibilities

Monitor shared servicing inboxes, respond where appropriate and route requests to other departments
Retrieve returned mail, process and index scanned documents, update account records and follow-up logs, and complete weekly reconciliations
Scan, upload, organize and retain servicing documents, linked to the correct loan and document category
Send customer document requests and follow-ups, and track outstanding items
Review manufactured-home relocation requests against eligibility, documents, restrictions, investor requirements and approvals
Monitor servicing tickets, check them for completeness, route them and follow up on open items
Maintain tracking logs, work queues and reconciliations, and escalate time-sensitive concerns
Protect the accuracy and confidentiality of customer and account information

Requirements

High school diploma or equivalent
Strong organizational skills and able to prioritize multiple tasks, inboxes and work queues
Excellent written and verbal communication
Close attention to detail and consistent follow-through
Integrity in handling confidential customer information
Willing to learn digital tools such as OneDrive, Microsoft systems, Asana, RadStar, Earth Class and FICS Mortgage Servicer
Dependable, self-motivated and open to feedback

Preferred qualifications

Experience in customer service, financial services, loan servicing, document processing or administrative support

Benefits

Experience supporting loan servicing and administrative operations
Develop document management, workflow coordination and records skills
Exposure to digital servicing systems and cross-functional processes