Agility 360 is searching for a Mortgage Customer Service Specialist, based out of Carmel, IN for a contract to permanent role with a growing client! The Mortgage Customer Service Specialist will be tasked with a variety of duties and responsibilities such as updating database with insurance for various collateral. Ensuring delivery of high quality and accurate customer service while maintaining solid customer relationships by handling questions and concerns with speed and professionalism.  This position receives inbound calls and completes outbound calls or web inquiries to insurance companies to verify insurance. Knowledge areas include: Mortgage, Escrow, Commercial, Condo and Flood accounts thoroughly per procedures and to resolution.  Working additional inbound interactions such as real time chats and emails.

Responsibilities

• Correctly work Mortgage, Escrow, Commercial, Condo and Flood accounts. Previous Mortgage experience preferred.
• Keying escrow premium
• Handle incoming borrower, agent and lender calls at a professional level
• Accurately compose written information for loan histories
• Accurately verify, key and/or memo insurance information in relation to all Creditor Placed Insurance (CPI) product types and CPI cancels
• Ability to follow up and resolve customer problems or issues
• Mentor fellow co-workers as requested by supervisor
• Report any system and related issues
• Handling real time chats
• Emails from insurance carriers and borrowers
• Resolving difficult accounts / problem solving
• All accounts need worked in accordance to all regulations
• Taking ownership of account to assure further escalation does not transpire
• Level 3 inbox emails from borrower to help rectify outstanding issues
• Meet set goals and assigned workload expectations for productivity
• Meet and exceed Quality audits and metrics
• Ability to be coached and learn from previous errors and know what is needed to improve
• Meet monthly regarding scorecard metrics

Qualifications / Skills

• Education & Professional Experience: Graduation from a credited High School (Diploma) or GED is required. Entry level role, minimal experienced required.
• Critical Thinking Skills: Use of clear, concise and effective and strong oral communication; accurately composes written materials as required by the position. Handle confidential information in a responsible manner. Ability to convey thoughts in a focused and concrete manner..
• Customer Service Skills: Use of clear, concise and effective and strong oral communication; accurately composes written materials as required by the position. Handle confidential information in a responsible manner. Ability to convey thoughts in a focused and concrete manner.
• Multi-Task Ability: Willingly adds value to the team, shares information freely among the team, and communicates with others in a direct, honest, and open manner, while maintaining others’ dignity. Works with management to build a strong cohesive team environment where every individual is valued.
• Communication: Possesses clear and professional verbal and written communication skills when used both internally and externally. Effectively presents accurate information to varying audiences.
• Initiative: Seeks ways to contribute to the success of the team and company overall. Uses failures/mistakes as opportunities to learn and correct, anticipates issues, and moves to resolve them.
• Accountability: Takes ownership of one’s accounts/duties and ensures that issues under their purview are resolved timely and in accordance with departmental standards.
• Technical Proficiency: Experience with MS Office with particular emphasis on MS Word & Outlook

Details

• Contract-to-Hire Role with Growing Company
• Location: ON-SITE in Carmel, IN
• Pay rate: $16 - $19/hr (depending on shift)
• Employment consideration is contingent on passing a background check