Mortgage Servicing Rep 1 or II

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Provide our clients with exceptional customer service by a variety of channels to internal and external clients accurately, professionally, and courteously, while adhering to bank policies and procedures. Handles a variety of mortgage servicing inquiries, identifying client needs to open/refer products and services. Have responsibility for addressing client inquires and are expected to independently resolve client issues and needs that may be of a moderately complex nature.

Essential Duties and Responsibilities

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Answer inbound client calls timely, accurately, professionally and courteously. Maintain required performance standards in quality, attendance, promptness and identifying client needs. Takes lead to independently resolve client needs. Ensure the security of client information and assist with minimizing bank losses by performing client authentication on each inquiry. Identify possible identity theft and fraud and escalate as appropriate. Accurately identify and track the call reason for solving client needs, support ongoing teammate training, forecasting and trending purposes. Engage with clients to understand their needs and leverage Truist products and services to best meet client expectations. Performs job duties in an independent manner leveraging tools and resources to efficiently and effective meet client needs.

Qualifications

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or GED Strong communication (verbal and written) and interpersonal skills to fully identify client need’s and resolve them with minimal client effort Ability to work with confidential information in a professional manner Ability to adapt to change and work in a fast paced environment Basic computer navigation and keyboarding skills, including ability to multi-task wand navigate between multiple systems

Preferred Qualifications:

Prior customer service experience in a call center environment

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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