Mortgage Servicing Call Center Representative

Description

SUMMARY:

Extensive administrative and phone work involved in servicing the mortgage loans and providing direct member service to the borrowers. Primary contacts include borrowers, investors, and vendors. Servicing Representatives receive moderate supervision in the performance of duties and responsibilities. Work is generally evaluated on obtaining objectives with accuracy, timeliness, and results.

ESSENTIAL RESPONSIBILITIES & DUTIES:

• Handle general customer inquiries upon completion of new hire training
• Handle additional call types such as, Escrow, Tax, Payoff, and PMI upon completion of additional call type training
• Verify caller identity through the authentication procedures set forth by federal and/or state regulations. Provide information and knowledgeable assistance regarding mortgage loans by retrieving customer loan information quickly and efficiently
• Follow escalation procedures to address customer concerns to identify and report possible threats made towards the company and/or other associates.
• Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently.
• Use problem solving skills, paired with knowledge of Servion, Inc. procedures, to identify and communicate appropriate, accurate solutions to customers
• Perform and explain interest and product-related calculations
• Document details in a thorough, accurate manner
• Track complaint and customer feedback
• Document and perform customer account maintenance
• Meet and exceed customer satisfaction expectations
• Maintain familiarity with systems and applications in order to research inquiries
• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
• Actively participate in quarterly performance meetings; meet or exceed all performance metrics.
  
  

ESSENTIAL DUTIES, KNOWLEDGE, SKILLS, ABILITIES:

Required:

• Thorough knowledge of first mortgage real estate lending practices, including federal regulatory requirements, state regulations, agency, and Credit Union requirements.
• Strong communication skills
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style
• Ability to work the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during business hours or shifts) to communicate with subordinates, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals
• Basic Excel, MS Office
  
  

Preferred:

• Experience with FNMA, GNMA, FHLMC Guidelines
• Experience in a call center environment
• Familiarity with AllRegs
  
  

COMPENSATION: $21.25 - $26.15 per hour

Servion has provided a salary range that represents its good faith estimate of what the company may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.

General Description of Benefits:

All full-time employees are eligible for Medical Insurance, Telehealth Services, Dental Insurance, Vision Insurance, Life Insurance, Short-term Disability, Long-term Disability, Legal and Identity Theft Protection, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Participation in 401k Plan with up to 5% company match, and Variable Bonus Pay.

Qualifications

REQUIRED QUALIFICATIONS:

Education High School Diploma or GED.

ExperienceA minimum of 1-2 years experience in mortgage industry preferable in a call center environment

Licenses/Certifications: none