Customer Service Representative

Primary Position Objective:

Assist single family home borrowers from across the United States and Puerto Rico through phone, email, and chat assistance. The CSR will answer questions and provide assistance relating to mortgages and other loans, including answering online banking questions. The Customer Service Representative is expected to maintain a reputation for service excellence:

Major Responsibilities and Duties:

• Handle incoming customer service inquiries.
• Assist borrowers with website access and questions.
• Deliver exceptional service to external and internal customers.
• Process borrower check-by-phone requests.
• Respond to borrower correspondence & requests (regular mail, lockbox, website, emails, etc.).
• Respond to inter-office requests for information on loans.
• Process department incoming mail and faxes.
• Log and respond to Qualified Written Requests.
• Adhere to timelines established based on the customer needs and department workflow.
• Other duties as assigned.

Supervisory Requirements:

• None

Additional Expectations:

• Provide a professional example, accuracy, and consistency in work performance.
• Respect teammates.
• Participates and is an active team member by assisting others.
• Communicates in a courteous manner.
• Have a solution rather than a complaint to resolve issues promptly.
• Keep management informed of pertinent information.
• Communicate openly and often.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.
• Create an atmosphere within the organization that attains and maintains a high level of morale and embraces our Vision-Mission-Values and our Goals and Objectives “VMVGO”.
• Embrace change without resistance and adapt quickly, however do provide feedback when necessary.

Minimum Qualifications:

• Post-secondary education (i.e. 2-year degree or higher) preferred, high school diploma or equivalent required.
• 1-2 years call center and/or mortgage loan servicing experience a plus.
• Excellent customer service/communication skills with an emphasis on professionalism.
• Knowledge of MS Windows, Outlook, Word and Excel is required.
• Strong oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels
• Bilingual (English and Spanish) preferred.