Account Resolution Specialist (Loan Servicing)
Job Description
Job Description
Lendz Financial offers a full-service direct wholesale residential mortgage lending platform, focused on helping mortgage brokers grow their loan origination volume with simplified processes and intuitive, tech-based solutions. We emphasize a modern, customer-centric approach, offering competitive rates, a diverse range of products, and rapid turnaround times. Committed to delivering a world-class experience for our broker partners, we streamline the lending process to ensure a smooth journey from application to closing. Our core values—Thrive Together, Act Like an Owner, and Exceed Expectations—cultivate a collaborative, high-performance culture that drives our pursuit to become the undeniable leader in mortgage lending. Lendz is proud to be certified as a Great Place to Work!
About the Role
Lendz Financial is seeking an Account Resolution Specialist to join our growing Servicing team. This position is known internally as the Servicing Specialist and plays a key role within our Servicing department. This role focuses on direct communication with borrowers, supporting timely mortgage payments, resolving account issues, and helping borrowers navigate their obligations with clarity and confidence.
The ideal candidate brings a strong customer service mindset, excellent communication skills, and the confidence to manage sensitive financial conversations. While prior mortgage experience is not required, candidates with experience in accounts receivable, customer collections, or financial services will be well positioned for success.
This is an independent contributor role with meaningful visibility and a direct impact on portfolio performance and overall business success.
This position is fully onsite at our Fort Lauderdale headquarters for the first three months, transitioning to a 4 days in-office / 1 day remote schedule thereafter.
What You'll Do
- Communicate with borrowers regarding account status, payment activity, and outstanding balances
- Conduct professional, solutions-oriented conversations to support timely payment resolution
- Maintain consistent follow-up on open items and unresolved borrower inquiries
- Document borrower interactions and account updates accurately in servicing systems
- Monitor assigned accounts and proactively address emerging issues
- Partner with internal servicing, accounting, and leadership teams to ensure alignment on borrower status
- Escalate complex or high-risk situations in accordance with company guidelines
- Ensure all borrower communications comply with internal policies and regulatory requirements
- Contribute to ongoing improvements in servicing processes and borrower experience
What We're Looking For
- 2+ years of experience in customer-facing financial roles such as accounts receivable, collections, or loan servicing
- Fluent in English and Spanish (required)
- Portuguese language skills a plus
- Strong interpersonal skills with the ability to be empathetic, confident, and professional
- Comfortable managing high-volume outbound and inbound borrower communication
- Tech-savvy with strong proficiency in Microsoft Excel and the ability to quickly learn new systems and tools
- Highly organized, detail-oriented, and self-directed
- Excellent verbal and written communication skills
- Prior experience in lending, servicing, or financial services is a plus, but not required
What We Offer
- Exempt, full-time role with a structured in-office/hybrid schedule
- Competitive compensation structure
- Performance-based bonus potential
- Highly subsidized medical insurance
- Low-cost dental and vision coverage
- 401(k) program
- Generous paid time off
- Ongoing training and career development
- A collaborative, mission-driven culture where your work makes a real impact
Grow With Lendz
This role offers the opportunity to become a key contributor within Lendz's Servicing team, helping strengthen borrower relationships while supporting the financial performance of the business.