Customer Relations Assistant

Legal Cleveland, Ohio


CrossCountry Mortgage (CCM) is one of the nation’s top 3 retail mortgage lenders with more than 7,000 employees operating nearly 600 branches across all 50 states. We have been recognized nine times on the Inc. 5000 list of America’s fastest-growing private businesses and have received countless awards for our standout culture. Through our dedication to getting it done, we make every mortgage feel like a win.

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:

Under the supervision of the Customer Relations Manager, the Customer Relations Assistant is responsible for a full range of issues that arise daily. The Customer Relations Assistant will support the Customer Relations Team perform all of its routine functions. The ideal candidate will have excellent organizational skills and the ability to multitask and meet deadlines.

Job Responsibilities:

  • Serve as a primary point of contact for all new complaint and inquiry cases, ensuring that all of the customer’s issues are relayed to the appropriate parties.
  • Create and open customer complaint and inquiry cases.
  • Keep a complete and accurate log of all complaints and inquiries received.
  • Maintain databases and filing systems.
  • Assist the Senior and Managing Customer Relations Coordinators in researching complaint cases and inquiries.
  • Communicate with borrowers via phone and email, in a timely manner.
  • Work closely with business lines to obtain appropriate documentation and accurate data.
  • Assist in improving processes that allow for accurate, expedient, and timely service for our clients and support to the Legal team and perform administrative duties as requested.
  • Work with and assist Associate Corporate Counsel and other Legal Department members, as needed, on projects and assignments.
  • Assist with various committee/group meetings facilitated by the Legal Department.
  • Keep an accurate record of the complaints received, relevant due dates, and responses sent.
  • Assist with responses to internal and external audits.
  • Complete required training.
Qualifications and Skills:

  • Experience in the mortgage industry on the loan origination side, preferred.
  • Experience in consumer financial services, real estate transactions, or residential mortgage origination, preferred.
  • Excellent analytical skills.
  • Must be highly organized and able to handle multiple tasks efficiently.
  • Excellent communication skills with the ability to communicate with management, clients, and partners.
  • Ability to adapt to cyclical periods, peak workloads, new assignments, and work independently to meet deadlines.
  • Ability to handle highly confidential matters and documents with discretion.
  • Critical thinking to spot issues and areas of risk in correspondence sent from customers.
  • Willingness to learn about the mortgage industry and company operations.

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!

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package:

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California consumers.

CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression, or any other protected status in accordance with all applicable federal, state and local laws. 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. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. 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