Mortgage Servicing Representative

2 weeks ago


Ewing Twp, United States RPMGlobal Full time
Mortgage Servicing Professional Job Description

The Mortgage Servicing Professional is a critical role within our organization, responsible for delivering exceptional customer service and ensuring seamless mortgage servicing experiences for our clients. This position requires a unique blend of technical knowledge, communication skills, and problem-solving abilities.

Key Responsibilities:
  • Handle all levels of mortgage servicing inquiries, including payments, escrow analysis, insurance, and tax-related matters.
  • Provide first-call resolution, fully resolve disputes, and perform root cause analysis to ensure customer satisfaction.
  • Research and resolve customer issues/inquiries via phone, email, and written correspondence.
  • Collaborate with internal resources to provide solutions to customers and drive process improvements.
  • Meet individual and team goals for service level agreements on a daily basis.
Requirements:
  • Associate's degree and/or combination of post-secondary education and experience.
  • 3-4 years of experience in the industry, call center environment, and/or customer service.
  • General mortgage banking knowledge.
  • Strong work ethic, including strict adherence to work schedule times and deadlines.
  • Flexibility and ability to adapt to change quickly.
  • Ability to work with all levels of management.
  • Strong interpersonal relationship skills.
  • Strong written and verbal communication skills.
  • Excellent listening skills.
  • Strong problem resolution skills.
Regulatory Knowledge:
  • Requirements under Telephone Consumer Protection Act.
  • Requirements under Regulation E (Electronic Funds Transfer Act).
  • Requirements under Regulation Z (Truth in Lending Act).
  • Requirements under Regulation X (Real Estate Settlement Procedures Act).
  • Requirements under Regulation V (Fair Credit Reporting Act).
  • Requirements under the Homeowners Protection Act.
  • Requirements under the Service member Civil Relief Act.
  • Requirements under the Flood Disaster Protection Act.


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