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Customer Service Representative

2 months ago


Nashville, Tennessee, United States Tennessee Housing Development Agency Full time
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at the Tennessee Housing Development Agency. As a key member of our Loan Servicing department, you will be responsible for providing exceptional customer service and support to our borrowers.

Key Responsibilities
  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Process loan payments, payoff quotes, and other customer requests.
  • Provide primary phone support through our call center, including incoming and outgoing follow-up communications.
  • Assist with changes in mailing addresses, corrections to phone numbers, and other loan servicing data.
  • Provide assistance with new loan on-boarding and verification of new loan data.
  • Assist with mailing letters, forms, or other customer contact.
  • Provide assistance with web site functionality, password resets, and other requests for account data.
  • Maintain and file electronic information to customer accounts with proper noting and documentation.
  • Provide assistance with Automated Clearing House (ACH) sign up and notification of account billing statements.
  • Assist with error resolution and customer complaint tracking.
Requirements
  • High school diploma or GED.
  • Telephone customer service experience.
  • Mortgage servicing experience preferred.
  • Successful completion of Mortgage Bankers Association Basics of Mortgage Servicing course preferred.
Preferred Qualifications
  • Excellent customer service skills.
  • Excellent telephone etiquette.
  • Excellent verbal and written communication skills.
  • Ability to accurately enter data into electronic systems.
  • Strong interpersonal skills.
  • Ability to work effectively as part of a team.
  • Ability to plan and organize a large workload.
  • Maintains high level of confidentiality.
  • Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
  • Documents regularly, thoroughly, accurately, and completely with a high level of detail.
  • Ability to read, follow and interpret instructions, regulations and policies.
  • Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
  • Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.
Special Demands
  • The ability to use a phone headset for long periods of time.
  • While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.
  • The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.
  • Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.