Customer Service Representative

Responsibilities

• Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.
• Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process, and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.
• Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.
• Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
• Document all activity timely and accurately in appropriate databases.
• Represent “Private Label” clients by using organizational names accurately when interacting with their customers.
• Comply with the Code of Conduct and successfully completes annual regulatory training requirements.
• Assist with outbound telephone call projects, such as welcome calls or task completion calls.
• Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client.
• Maintain a minimum of 75 incoming calls per day with at least a 90% quality score.
• Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.
• Successfully complete annual regulatory compliance training.
• Performs other related duties as assigned.

• High school diploma or equivalent.
• 1+ years in a high-volume call center.
• Solid PC skills:
  Proficient with Microsoft applications and mortgage servicing platforms.
• Strong analytical and problem‑solving skills and attention to detail/accuracy.
• Ability to handle complex, multiple tasks simultaneously in a fast‑paced environment.
• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including an ability to explain complex matters to customers clearly and concisely.
• Knowledge of loan processing systems.
• College degree or mortgage industry experience equivalent.