Contact Call Center Customer Service

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

• Answers incoming phone calls and responds to customer requests for information on their accounts.
• Completes payoff quotes, verifies the accuracy of information and provides quotes to customers.
• Provides primary phone support through the Servicing call center including incoming and outgoing follow up communications.
• Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
• Assists with changes in mailing addresses, corrections to phone numbers and other loan servicing data.
• Provides assistance with new loan on-boarding and verification of new loan data.
• Provides assistance with mailing letters, forms or other customer contact.
• Assists customers with web site functionality, password resets, and other requests for account data.
• Maintains and files electronic information to customer accounts with proper noting and documentation.
• Provides assistance with Automated Clearing House (ACH) sign up and notification of account billing statements.
• Assists with error resolution and customer complaint tracking.
• Provides back up for other Servicing functions.

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and Experience:

• High school diploma or GED.
• Telephone customer service experience.
• Mortgage servicing experience preferred..

The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

Knowledge, Skills, Abilities, and Competencies:

• Excellent customer service skills.
• Excellent telephone etiquette.
• Excellent verbal and written communication skills.
• Ability to accurately enter data into electronic systems.
• Strong interpersonal skills.
• Builds and maintains positive relationships with internal and external constituents.
• Ability to work effectively as part of a team.
• Ability to plan and organize a large workload.
• Maintains high level of confidentiality.
• Strong organizational and time management skills; uses time effectively; consistently meets deadlines.