Customer Service Representative

Customer Service Representative Loan Servicing Job Summary

This employee is responsible for the daily payoff process, providing general customer support in-person, over the phone, or through electronic communication. This employee will have access to sensitive and confidential data; therefore, confidentiality must be maintained at all times.

• Responsible for processing loan payoffs through all formats;
• Responsible for the safe keeping and timely distribution of Original SF Mortgage Notes;
• Responsible for preparing original loan files for delivery to United Bank;
• Responsible for creating original loan files for Loan Servicing and filing of original loan documents;
• Responsible for responding to borrower’s payoff statement requests via web and fax;
• Responsible for processing Death Certificates, Letters of Admin Papers, Letter of Authorizations, Marriage Certificates and Divorce Decrees;
• Responsible for processing all address changes on loans;
• Responsible for daily Import of Web Features;
• Responsible for entering Recorded Release Info on paid in full loans in MS;
• Responsible for researching and preparing all duplicate release requests;
• Responsible for processing lien notices from lenders on loans;
• Responsible for working weekly Low UPB Report;
• Responsible for scanning customer service documents into Document Manager;
• Responsible for securing servicing documents in common areas at the end of each day;
• Responsible for daily delivery and pickup of other department documents;
• Responsible for ordering departmental supplies;
• Provides excellent customer service electronically, in-person, and over the phone;
• Provides backup support for processing loan payments through all formats;
• Provides backup support for processing payment corrections;
• Provides backup support for securing Payment Folder at the end of business day;
• Provides backup support for preparing releases on paid in full loan;
• Provides backup support for all Investor Daily Reporting Functions;
• Provides backup support for NSF Payment Returns;
• Provides support as needed to complete any function within the Loan Servicing department.

• Communication
• Organizational Skills
• Conflict Management
• Problem Solving
• Customer Service
• Quality
• Dependability
• Regular Attendance
• Ethics
• Teamwork

N/A

The employee in this position may be required to sit at a desk for long periods of time. Routinely uses standard office equipment such as computers, phones, etc.

High School Graduate or GED equivalent with a minimum of two years’ customer service experience. Knowledge of Microsoft Office products.

One year of banking experience.

None

• 35-hour work week
• 13 State and Federal holidays
• 15 Annual leave days per year, 20 days after 5 years and 25 days after 10 years of service.
• 12 Sick days per year
• Health Insurance, Vision & Dental coverage
• State of WV Pension plan
• 457 Plan
• Work/Life Balance