Customer Service Specialist

Basic Description:

The Customer Service Specialist is responsible for providing our internal and external customer’s excellent customer service and handling inbound and outbound calls/customer contact within the Servicing Department, along with providing excellent customer service, researching customer inquiries and collecting payments for mortgage accounts. This position may also encompass different tasks from other areas within the Servicing Department.

Responsibilities:

• Ensures delivery of excellent customer service through fast and accurate communication and coordinating with other departments as needed to resolve inquires.
• Builds and maintain business relationship with our mortgage customers by providing prompt and accurate service to promote customer loyalty.
• First point of contact, responsible for answering and resolving inbound calls from our mortgage customers, Loan officers and or other departments.
• Perform outbound collection calls and/or create correspondence regarding agency specific loans: FNMA/FHLMC/FHA/VA/USDA.
• Researching and resolving routine to moderately complex problems and inquires.
• May generate reports and or complex project work as needed.
• Processing routine to complex customer transactions and account maintenance.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
• Written Communication - Writes clearly and informatively, Edits work for spelling and grammar.
• Responds to customer correspondence, types of letters, prepares forms, and other documents.
• Assists with annual escrow analysis and year end statements.
• Coordinates and processes payoff requests for various title companies or customers.
• Any other duties as assigned.