Customer Service Rep - Mortgage Services

Job Title

Responsibilities include but are not limited to:

• Assist borrowers, attorneys, settlement agents, VNB collection staff and other VNB staff with billing statement and payment posting inquiries, payoff requests, and general loan inquiries/information.
• Assist the Payoff/Satisfaction Department in the preparation of payoff statements for borrowers, settlement agents and VNB Closing Department.
• Review in detail the complexity of initial and annual escrow analysis statements with borrowers.
• Prepare amortization schedules.
• Respond to basic tax and insurance questions.
• Review and resolve all customer service complaints.
• Receive and process borrower telephone payments (speed pay).
• Provide excellent customer service to mortgage borrowers.
• Assist other areas of the Department as needed.

Required Skills:

• General understanding of the multifunctional mortgage servicing department.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to write routine correspondence.
• Ability to think independently and make appropriate decisions.
• Ability to perform multiple tasks through effective prioritization and time management, and demonstrate attention to details.
• Strong analytical and reconciliation abilities.
• Strong computer skills including electronic mail, routine database activity, word processing, spreadsheets, graphics, etc.
• Strong telephone skills.

Required Experience:

• High School Diploma or GED and a minimum of two years' prior customer service or call center experience.
• Mortgage Servicing experience preferred.