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Client Support Specialist

2 months ago

Hancock, Michigan, United States University Bancorp Full time
University Bancorp is seeking a Client Support Specialist to enhance our team

Overview of the Role

The Client Support Specialist (CSS) is tasked with managing incoming inquiries through a multi-line phone system while also initiating outbound communications. The CSS will assist clients with questions regarding loan details, escrow information, payment histories, and processing payments. Additionally, the CSS must be knowledgeable about and able to articulate consumer regulatory rights and protections.

Key Responsibilities
  • Handle a high volume of inbound and outbound communications efficiently.
  • Assess client needs, clarify details, investigate issues, and provide effective solutions.
  • Maintain accountability for calls throughout the entire process of a client's request, including necessary follow-ups.
  • Document conversations in our customer service database.
  • Achieve team performance targets both qualitatively and quantitatively.
  • Process ACH transactions in accordance with established procedures.
  • Utilize the Black Knight platform to access borrower account information, including:
    • Payment history.
    • Payoff statements.
    • PMI status.
    • Escrow analysis.
    • Update client contact details.
  • Conduct welcome calls to new clients, addressing any initial inquiries regarding loan servicing.
  • Verify client information, including mailing addresses and identification numbers.
  • Assist clients with online registration and explain available payment options.
  • Make additional outbound calls as directed.
Additional Responsibilities
  • Propose enhancements to processes to improve organizational efficiency.
  • Perform other duties as assigned by management.
Qualifications

Education and Experience
  • High school diploma or equivalent is required.
  • Prior experience in mortgage servicing is preferred.
  • A minimum of one year of customer service experience is required.
Skills and Competencies
  • Ability to build and maintain positive relationships with clients and partners.
  • Complete all assigned tasks and training promptly.
  • Exhibit professional communication skills in both verbal and written formats.
  • Demonstrate strong organizational and analytical abilities.
  • Pay close attention to detail.
  • Handle sensitive and confidential information with discretion.
  • Effectively manage multiple tasks, prioritize responsibilities, and utilize time efficiently.
  • Proficient in email, MS Word, and MSP.
  • Exhibit a high level of reliability.
Work Environment

The primary work setting is within a climate-controlled office environment or a private home office, as determined by management. Employees may encounter standard indoor allergens and work in close proximity to colleagues or independently.

Physical Demands
  • Ability to lift up to 20 pounds.
  • Extended periods of sitting at a workstation.
  • Perform repetitive tasks, including the use of a computer mouse and keyboard.
Disclaimer

The above descriptions are intended to convey the general nature and level of work performed by individuals in this role. They are not exhaustive lists of all responsibilities, duties, and skills required. Employees may be asked to perform tasks outside of their usual responsibilities as needed.

**University Bancorp is an Equal Opportunity / Affirmative Action Employer**