Customer Service Representative I - job 2 of 2

Job Summary

The primary purpose of the Customer Service Representative I is to resolve all borrower inquiries on current mortgage loans received either via inbound calls or correspondence.

Essential Duties and Responsibilities

• Responds to all borrower inquiries via phone and/or correspondence ensuring high quality service and timely response, adhering to productivity and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
• Prepares payoff statements, assignments of mortgage and release of lien documents according to state compliance guidelines.
• Provides assistance to borrowers who wish to make ACH payments via phone the website.
• Performs other duties as assigned.

Position Requirements

Education

• High school diploma or equivalent required

Experience

• General call center experience preferred
• Experience with loan servicing a plus

Functional/Technical Skills

• Effective verbal and written communication skills
• Strong customer service skills
• Ability to problem-solving
• Ability to work in a fast-paced environment
• Ability to multi-task and manage time effectively
• Experience working with Microsoft Windows applications
• Ability to calculate figures and amounts such as interest rates, percentages, ratios, etc

Environmental/Physical Demands

Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.