Towne Mortgage Company

Customer Support

• Receives and processes telephone calls and service requests from customers regarding mortgage and escrow accounts.
• Responsible for appropriately resolving customer inquiries regarding mortgage loan servicing, escrow accounts, billing, and payment processing.
• Escalates more complex problems to leadership for review and resolution.
• Utilizes various mortgage and accounting systems to accurately research, review, and document various customer account information.
• Demonstrates excellent customer service skills consistently, including active listening and the ability to explain complex concepts over the phone, via email, and in person.
• De-escalates dissatisfied customers appropriately, implements appropriate service recovery strategies, and escalates to leadership as necessary.
• Employs excellent analytical, problem-solving, critical thinking, and judgment skills to ensure the accuracy and completeness of the information provided to customers.
• Organizes, prioritizes, and processes a high volume of work accurately and efficiently.
• Proficient in common mortgage industry business support tools and financial services technology (i.e., Microsoft Office, Outlook, Fiserv, Encompass, etc.)

Customer Service Representative

Financial Planning and Analysis

• Support the Accounting team with entry-level accounting tasks, document organization, and monthly reconciliation activities.
• Monthly bank reconciliation (25%)
• Cash Forecasting Analytics (25%)
• AI integrations into daily accounting and finance operations (25%)
• Other projects and analysis TBD (25%)
• Supporting day-to-day tasks and cross-training in other areas for coverage as needed.
• Becomes/is an advocate of our culture and adheres to our core values.

Accounting/Finance Intern

Account Executive

• Manage the mortgage process from client approval through loan closing.
• Discover new sales opportunities through networking and turn them into long-term partnerships.
• Create detailed business plans to facilitate the attainment of goals and quotas.
• Remain in frequent contact with the clients in your responsibility to understand their needs.
• Respond to complaints and resolve issues, aiming at customer contentment and the preservation of the company’s reputation.
• Submit call reports to Towne as requested.
• Negotiate agreements and keep records of sales and data.
• Train additional Account Executives as may be deemed appropriate from time to time by the company.

Regional Account Executive

Attorney

• Provide day-to-day legal advice on mortgage regulatory compliance and operational matters impacting origination and servicing functions.
• Interpret and apply federal and state laws, including: TILA, RESPA (including TRID), ECOA, FCRA, FDCPA, TCPA, and other CFPB regulations and guidance.
• Advise business teams on the implementation of regulatory changes and risk mitigation strategies.
• Analyze new or amended laws and determine applicability to Towne’s business operations.
• Review and advise on consumer-facing disclosures, communications, and regulatory notices.
• Draft, review, and negotiate vendor agreements, investor/third-party contracts, and other business arrangements.
• Ensure contractual terms align with applicable laws, investor requirements, and internal policy controls.
• Support Towne’s Compliance Management System (CMS) by advising on policies, procedures, and controls, and supporting compliance risk assessments and monitoring.
• Partner with Compliance and QC teams to address findings, corrective actions, and root cause analyses.
• Assist in developing and maintaining policies, procedures, and training programs designed to ensure adherence to regulatory requirements.
• Provide legal support for enterprise risk management and compliance oversight functions (including vendor management and third-party risk where applicable).
• Assist with consumer complaint escalations and regulatory responses, including drafting responses to agencies where necessary.
• Conduct legal research on various mortgage-related topics as necessary.
• Provide concise summaries of legal requirements and operational impact for leadership decision-making.
• Support the culture of risk/compliance aligned with Towne’s enterprise risk and CMS framework

Customer Service Representative

Accounting/Finance Intern

Regional Account Executive

Compliance Attorney