Customer Service Associate

1 week ago

Hancock, Michigan, United States University Bank Full time
Job Title: Customer Service Associate

The primary objective of this role is to provide exceptional customer service by handling incoming and outgoing calls with borrowers, addressing their inquiries regarding loan balances, escrow accounts, payment history, and payment processing. This position requires a deep understanding of consumer regulatory rights and coverage.

Key Responsibilities:
  • Manage a high volume of inbound and outbound calls in a timely manner, ensuring seamless communication with customers.
  • Identify customers' needs, clarify information, research issues, and provide solutions that meet their expectations.
  • Maintain ownership of calls throughout the customer's request lifecycle, including follow-ups to ensure resolution and satisfaction.
  • Keep accurate records of conversations in our call center database, facilitating efficient issue resolution and tracking.
  • Meet team qualitative and quantitative targets, consistently delivering high-quality results.
  • Process ACH payments accurately, adhering to the ACH process guidelines.
  • Utilize the Black Knight platform to review borrower accounts for payment history, payoff statements, PMI status, escrow analysis, and update contact information efficiently.
  • Make outgoing welcome calls to new MLS customers, addressing their initial questions, verifying mailing addresses, social security numbers, and phone numbers, and assisting with website registration and payment options.
Other Job Functions:
  • Recommend process improvements to boost organizational efficiency, enhancing overall performance.
  • Pursue all other duties assigned by management, demonstrating adaptability and a willingness to learn.
Requirements:
  • A high school diploma (or equivalent) is required for this position.
  • Previous experience in mortgage loan servicing is highly desired, as it demonstrates relevant knowledge and skills.
  • A minimum of 1 year of previous customer service experience is required, showcasing ability to handle customer interactions effectively.
Knowledge, Skills, and Abilities:
  • Maintain positive relationships with customers and business partners through effective communication and conflict resolution.
  • Complete assigned tasks and training in a timely manner, demonstrating a commitment to professional development.
  • Provide professional communication in both oral and written expression, ensuring clarity and effectiveness.
  • Exhibit excellent organizational and analytical skills, allowing for efficient issue resolution and data analysis.
  • Display excellent attention to detail, maintaining accuracy and precision in all aspects of the job.
  • Show ability to handle highly sensitive confidential information with discretion and professionalism.
  • Demonstrate the ability to multitask, set priorities, and manage time effectively, meeting deadlines and delivering results.
  • Experience with email, MS Word, and MSP is beneficial, but not essential.
  • Demonstrate a high degree of dependability, reliability, and responsibility in all aspects of the job.
Working Environment:

The primary working environment is within an indoor climate-controlled office space, determined at management's discretion.

Physical Requirements:
  • Able to lift up to 20 pounds, demonstrating physical capability and mobility.
  • Extended periods of sitting at a computer desk, requiring focus and concentration.
  • Perform repetitive tasks, including operation of a computer mouse/keyboard, without compromising productivity or quality.
Estimated Salary:

$45,000 - $65,000 per annum, depending on location and experience, reflecting a competitive compensation package.

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