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Mortgage Industry Specialist

2 months ago

Salt Lake, Utah, United States SPS Full time
Job Description

Summary:

As a Customer Advocate Specialist at SPS, you will be responsible for researching and resolving customer and/or authorized third party concerns related to mortgage services. This includes but is not limited to foreclosure, escrow, payment application, credit bureau reporting, and payment changes.

You will communicate the results of your research in a timely manner via written correspondence and/or by telephone.

Duties:

  • Customer Service: Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as, co-workers and management team.
  • Compliance: Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution.
  • Communication: Ensure written communication is professional, grammatically correct, and effective.
  • Research: Ensure that all research is complete and issue is resolved the first time.
  • Industry Knowledge: Display the appropriate understanding of the Mortgage Industry and Company policies and procedures.
  • Professionalism: Ability to conduct yourself within a professional manner and maintain the integrity of the Company at all times.
  • Issue Resolution: Ability to identify issues and ensure that the response appropriately answers all of the issues in an accurate and professional manner.
  • Workload Management: Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.
  • Stress Management: React well under pressure and show initiative to take action; look for and share new information as discovered; ask for help when needed.
  • Account Research: Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.

Requirements:

  • Education: H. S. Diploma or GED minimum required. Associate Degree or equivalent business experience preferred.
  • Communication Skills: Strong Written and Verbal communication skills.
  • Organizational Skills: Strong organizational and time management skills.
  • Stress Management: Proven ability to handle stressful situations and effectively manage a high volume.
  • Decision Making: Self-starter with proven decision-making skills.
  • Customer Service: Established Customer Service Skills.
  • Industry Knowledge: Knowledge of mortgage laws and regulations required.
  • Interpersonal Skills: Strong interpersonal skills.
  • Multi-Tasking: Ability to handle multiple tasks in a deadline driven environment.

Principal Outcomes/Accountabilities:

  • Turnaround Time: Achieve departmental turnaround time of 30 calendar days.
  • Productivity: Completes minimum of 3.5 items completed per day.
  • Communication: Demonstrates professional written and verbal communication skills on a daily basis and strives to meet the highest standards of quality.
  • Issue Resolution: Demonstrates the ability to effectively resolve escalated issues in a timely manner.

Physical Demands:

Office environment