What are the responsibilities and job description for the Mortgage Servicing Professional/ Customer Service- 2/17/25 position at Cenlar?
This job was posted by : For more information, please see : The Mortgage Servicing Professional is responsible for handling all levels of mortgage servicing calls in a blended environment (inbound and outbound), efficiently, professionally and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem resolution and communication skills (verbal / written).Responsibilities : Handles all levels of mortgage servicing inquiries (i.e. payments, escrow analysis, insurance and tax)Responsible for providing first call resolution, fully resolving disputes, and performs root cause analysisResearches and resolves customer issues / inquiries via the phone, email and written correspondenceAbility to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivityPromotes products and services with focus on customer satisfaction and retentionResponsible for working to meet individual and team goals for service level agreements on a daily basisCollaborates with internal resources to provide solutions to customersResponsible for process improvements in daily dutiesCompletes other duties and projects as assigned by the supervisor / managerAppropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar\'s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.Interface : External - Mortgagors, Insurance Agents, Title Insurance Representatives, Tax Collectors, Investors, ClientsInternal - All internal departments throughout the company, primary focus on servicing areas : Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception ProcessingQualifications : Associate\'s degree and / or combination of post secondary education and experience3-4 years of experience in industry, call center environment and / or customer serviceGeneral mortgage banking knowledgeMeet performance metric requirements for 12 months (including tasks and emails).Strong work ethic including strict adherence to work schedule times and deadlinesFlexibility and ability to adapt to change quicklyAbility to work with all levels of managementStrong interpersonal relationship skillsStrong written and verbal communication skillsExcellent listening skillsStrong problem resolution skillsMust be able to work nights and weekends; variable schedule(s) as necessaryCandidates will be assessed based on relevant skills and experienceIt is critical that you have an understanding of the following : Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other ProvisionsRequirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized TransfersRequirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a DwellingRequirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing TransfersRequirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Po icies and Procedures Concerning the Accuracy and Integrity Furnished InformationRequirements under Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts.Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI) : Non-High-Risk Residential Mortgage Transactions.Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active DutyRequirements under Flood Disaster Protection Act
