Mortgage Servicing Call Center Representative

Summary:

Extensive Administrative and Phone work involved in servicing the mortgage loans and providing direct member service to the borrowers. Primary contacts include borrowers, investors, and vendors. Servicing representatives receive moderate supervision in the performance of duties and responsibilities. Work is generally evaluated on obtaining objectives with accuracy, timeliness and results.

ESSENTIAL RESPONSIBILITES & DUTIES:

• Handle general customer inquiries upon completion of new hire training
• Handle additional call types such as, Escrow, Tax, Payoff, and PMI upon completion of additional call type training
• Verify caller identity through the authentication procedures set forth by federal and/or state regulations. Provide information and knowledgeable assistance regarding mortgage loans by retrieving customer loan information quickly and efficiently.
• Follow escalation procedures to address customer concerns to identify and report possible threats made towards the company and/or other associates
• Build customer relationships by actively listening and resolving complaints quickly efficiently, and accurately. Explain policies and procedures courteously and patiently.
• Use problem solving skills, paired with knowledge of Servion, Inc. Procedures to identify and communicate appropriate, accurate solutions to customers
• Perform and explain interest and product-related calculations
• Document details in a thorough, accurate manner
• Track complaint and customer account maintenance
• Meet and exceed customer satisfaction expectations
• Maintain familiarity with systems and applications in order to research inquiries
• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
• Actively participate in quarterly performance meetings; meet or exceed all performance metrics.

ESSENTIAL DUTIES, KNOWLEDGE, SKILLS, ABILITIES:

Required:

• Thorough knowledge of first mortgage real estate lending practices, including federal regulatory requirements, state regulations, agency and Credit Union requirements.
• Strong communication skills
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style.
• Familiarity with AllRegs
• Ability to work the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during business hours and shifts) to communicate with subordinates, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals
• Basic Excel, MS Office

Preferred:

• Experience with FNMA, GNMA, FHLMC Guidelines
• Experience in a call center environment 

REQUIRED QUALIFICATIONS:

• Education: High School Diploma or GED required.
• Experience: A minimum of 1-2 years' experience in the mortgage industry preferable in a call center environment.
• Licenses/Certifications: None