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Customer Service Representative

2 months ago

Hancock, Michigan, United States University Bancorp Full time
Job Summary

The Customer Service Associate (CSA) is responsible for providing exceptional customer service to borrowers, addressing their inquiries, and resolving issues related to loan balances, escrow accounts, payment history, and payment processing.

Key Responsibilities
  • Manage a high volume of incoming and outgoing calls in a timely manner.
  • Identify customers' needs, clarify information, research issues, and provide solutions.
  • Maintain ownership of calls throughout the lifecycle of a customer's request, including follow-ups.
  • Keep accurate records of conversations in our call center database.
  • Meet team qualitative and quantitative targets.
  • Process ACH payments, following the ACH process.
  • Utilize the Black Knight platform to review borrower accounts for payment history, payoff statements, PMI status, escrow analysis, and update contact information.
  • Make outgoing welcome calls to new customers, answering initial questions, verifying mailing addresses, social security numbers, and phone numbers, and assisting with website registration and payment options.
Requirements
  • High school diploma (or equivalent) required.
  • Previous experience in mortgage loan servicing desired.
  • Minimum of 1-year previous customer service experience required.
Knowledge, Skills, and Abilities
  • Maintain and foster positive relationships with customers and business partners.
  • Complete all assigned tasks and training in a timely manner.
  • Provide professional communication in both oral and written expression.
  • Excellent organizational and analytical skills.
  • Excellent attention to detail.
  • Ability to handle highly sensitive confidential information.
  • Ability to multitask, set priorities, and manage time effectively.
  • Experience with email, MS Word, and MSP.
  • High degree of dependability.
Working Environment

The primary working environment is within an indoor climate-controlled office space. Employees may be subject to fluorescent lighting, dust, and other normal indoor allergens. Employees may work in close proximity to coworkers and occasionally independently.

Physical Requirements
  • Able to lift up to 20 pounds.
  • Extended periods of sitting (at computer desk).
  • Complete repetitive tasks (including operation of computer mouse/keyboard).