Customer Service Specialist

• Answer least complex incoming calls via an Automated Call Distribution system from borrowers and third parties with inquiries about existing mortgage loans
• Provide accurate and timely information courteously and professionally, striving for first-call resolution and complying with applicable regulations
• Refer complex calls to qualified team members
• Set up and route process tasks and contact supporting departments by email or phone to resolve calls
• Track, follow up, and complete customer callbacks
• Collect payments when necessary and appropriate
• Document call details, customer comments, and follow-up dates in the mortgage servicing system

Requirements

• High school diploma or equivalent work experience
• Customer service/call center experience preferred, but not required
• Banking, Mortgage/Loan Servicing industry experience preferred, but not required
• Bi-Lingual (Spanish) skillset preferred
• Knowledge of Fair Debt Collection Practices Act preferred
• Knowledge of relevant and industry-specific computer software packages preferred
• Basic negotiation skills
• Ability to understand problems and collaborate to explore alternative solutions
• Ability to make decisions with moderate impact on the immediate work unit
• Ability to organize thoughts and ideas into understandable terminology
• Basic arithmetic skills and ability to record, balance, and check results for accuracy
• Ability to communicate orally with others accurately, audibly, and quickly
• Monday-Friday availability

Core Competencies

Demonstrates strong customer service skills in a call center environment, with the ability to provide accurate information and resolve inquiries related to mortgage loans. Proficient in documenting call details and collaborating with team members to ensure effective communication and problem resolution.

Highest-signal resume keywords

• Customer Service Experience
• Mortgage/Loan Servicing Knowledge
• Bi-Lingual (Spanish) Skills
• Knowledge of Fair Debt Collection Practices Act
• Basic Negotiation Skills

ATS Optimization Keywords

Hard Skills

• Basic Arithmetic Skills
• Mortgage Servicing System Proficiency
• Call Documentation
• Payment Collection
• Automated Call Distribution System

Soft Skills

• Effective Communication
• Problem-Solving
• Collaboration
• Organizational Skills
• Decision-Making

Industry Keywords

• Banking
• Mortgage Industry
• Loan Servicing
• Customer Call Center
• Fair Debt Collection Practices Act

Tools & Technologies

• Industry-Specific Computer Software