Mortgage Customer Service Representative

1 day ago


Plano, Texas, United States First United Bank Full time
About the Role

We are seeking a highly skilled and customer-focused Mortgage Customer Service Representative to join our team at First United Bank. As a key member of our mortgage division, you will be responsible for providing exceptional customer service to internal and external customers during the loan servicing and default process.

Key Responsibilities
  • Provide primary contact for internal and external customers, ensuring exceptional customer service and resolving customer issues in a timely and professional manner.
  • Research and resolve customer complaints and concerns, escalating issues to management as necessary.
  • Manage inbound and outbound call campaigns, ensuring efficient and effective communication with customers.
  • Assist customers with routine account-related questions and requests, as well as collection of payments.
  • Maintain accurate and up-to-date customer records, ensuring compliance with regulatory requirements.
  • Collaborate with cross-functional teams, including Loss Mitigation, Escrow, Foreclosure, Bankruptcy, and Cashiering, to resolve customer issues and improve overall customer experience.
Requirements
  • Bachelor's degree in a related field (preferred) or equivalent experience.
  • Minimum 2 years of experience in a mortgage or financial services environment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with diverse customer groups.
  • Strong problem-solving and analytical skills, with the ability to resolve complex customer issues.
  • Proficient in computer software applications, including Microsoft Office and customer relationship management systems.
  • Ability to work in a fast-paced environment, with a strong focus on customer satisfaction and service excellence.
Working Conditions

This is a full-time position, working in a normal office environment with moderate noise levels. The ideal candidate will be able to work independently and as part of a team, with a strong focus on customer service and satisfaction.



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