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Mortgage Customer Support Specialist

2 months ago

GondrecourtleChâteau, Grand Est, United States SERVION GROUP Full time
Job Overview

Location
Remote

Employment Type
Full Time

Work Schedule
Day Shift

Position Summary:

As a vital member of the Servion Group, the Customer Service Representative plays a crucial role in managing mortgage loan servicing and delivering exceptional support to our clients. This position involves significant administrative tasks and telephone communication with borrowers, investors, and vendors. Representatives work under moderate supervision, with performance assessed based on accuracy, timeliness, and achievement of objectives.

Key Responsibilities:
  • Address general customer inquiries following comprehensive training.
  • Manage various call types, including Escrow, Tax, Payoff, and PMI, after completing specialized training.
  • Authenticate caller identity in accordance with federal and state regulations, providing informed assistance regarding mortgage loans by efficiently retrieving customer loan details.
  • Follow established escalation protocols to resolve customer issues and report potential threats to the organization and its employees.
  • Foster strong customer relationships through active listening and prompt resolution of complaints, while clearly explaining policies and procedures.
  • Utilize problem-solving skills alongside knowledge of Servion Group procedures to deliver accurate solutions to customer inquiries.
  • Conduct and clarify interest and product-related calculations.
  • Document interactions thoroughly and accurately.
  • Monitor customer feedback and complaints.
  • Perform necessary customer account maintenance.
  • Exceed customer satisfaction benchmarks.
  • Maintain up-to-date knowledge of systems and applications to effectively research inquiries.
  • Stay informed about current policies and procedures to ensure accurate communication with customers.
  • Actively engage in quarterly performance evaluations, striving to meet or surpass all performance metrics.
Required Skills and Qualifications:

Essential:
  • Comprehensive understanding of first mortgage real estate lending practices, including federal and state regulatory requirements.
  • Excellent communication abilities.
  • Capability to provide friendly customer service, regardless of the customer's demeanor.
  • Availability to work the necessary hours to fulfill all assigned duties and responsibilities.
  • Proficiency in basic Excel and MS Office applications.
Preferred:
  • Experience with FNMA, GNMA, and FHLMC guidelines.
  • Background in a call center environment.
  • Familiarity with AllRegs.
Qualifications:

Education: High School Diploma or GED required.

Experience: A minimum of 1-2 years in the mortgage industry, preferably in a call center setting.

Licenses/Certifications: None required.