What are the responsibilities and job description for the Hybrid Customer Service Associate- Loan Servicing position at National Mortgage Staffing?
We are seeking a dedicated and experienced Hybrid Customer Service Associate with a background in loan servicing to join our client in Lansing, MI. This role provides the opportunity to work both in-office and remotely, depending on team needs and performance. As a Customer Service Associate, you will be responsible for assisting the Loan Servicing Manager in managing the email pipeline and responding to client inquiries related to mortgage servicing.
Key Responsibilities:
- Assist the Loan Servicing Manager in managing and overseeing the email pipeline to ensure timely responses and resolution of inquiries.
- Respond to customer emails promptly and professionally, providing clear, accurate, and helpful information.
- Communicate with borrowers and internal teams regarding mortgage servicing matters, ensuring a positive experience.
- Utilize your strong professional writing skills to craft clear, concise, and professional email responses.
- Maintain accurate records of customer interactions and update case statuses in relevant systems.
- Ensure all emails and customer inquiries are handled in compliance with company policies and industry regulations.
- Utilize Excel for reporting, data tracking, and other loan servicing-related tasks as needed.
- Provide excellent customer service and maintain a positive relationship with customers while addressing any concerns.
Qualifications:
- Strong background in mortgage servicing with experience in loan servicing.
- Excellent written communication skills with a focus on professional email correspondence.
- Proficiency in Microsoft Excel (e.g., data entry, report generation, and data analysis).
- Ability to manage a high volume of emails while maintaining attention to detail.
- Strong problem-solving skills and the ability to handle sensitive customer inquiries.
- Self-motivated with the ability to work independently in a hybrid work environment.
- Positive attitude and team-oriented with the ability to collaborate effectively with colleagues.
Education & Experience:
- High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Minimum of 1-2 years of experience in mortgage or loan servicing.
