Customer Service Specialist

JOB SUMMARY

The Customer Service Representative is responsible for handling inbound calls from customers or third parties regarding all general servicing questions. The Customer Service Representative will also make outbound calls and work directly with the borrower to determine the best possible method to permanently resolve delinquency by using a variety of collections and workout techniques. The position is responsible for using verbal and interpersonal skills to provide excellent customer service and knowledgeable responses to resolve customer calls.

ESSENTIAL JOB FUNCTIONS

• Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances.
• Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns.
• Assist borrowers with late charge waivers and other loan maintenance requests.
• Input data and verify the information to process telephone draft payments.
• Provide customers with information about products and services to generate additional revenue through cross-sell/up-sell opportunities.
• Properly document each customer interaction in the servicing system.
• Perform loan-related mathematical equations.
• Perform follow-up and research tasks to ensure problem resolution.
• Adhere to specific scheduling guidelines to ensure proper phone coverage.
• Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets.
• Explain loan payment histories using basic accounting and mathematical concepts and request corrections when necessary.
• Perform follow-up and research tasks to ensure resolution.
• Adhere to specific scheduling guidelines to ensure proper phone coverage.
• Other duties as assigned.

EDUCATION / EXPERIENCE REQUIREMENTS

• 2-5 years prior Customer service experience.
• Minimum 1 year of phone experience
• Basic computer skills
• Basic knowledge of Microsoft Office Suite such as Excel, Word
• Typing speed of 25 WPM
• Customer/Client Focus
• Clear and Concise Professional Communication
• Must be able to work independently, as well as team-oriented
• Previous experience in Mortgage Banking is plus

LOCATION
Remote due to current climate

PAY RANGE
$17-$19 depending on experience
 

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