Corporate Customer Service Specialist

New American Funding; Tustin (CA); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading company in the mortgage industry is seeking a Customer Service Specialist to oversee and coordinate customer service activities. This remote position requires excellent communication skills and a strong understanding of mortgage loan processes. The ideal candidate will possess a high school diploma, relevant experience, and proficiency with mortgage systems. Full-time benefits are included.

Benefits

Full-time benefits including 401k

Qualifications

• 3-5 years' experience in customer service specific to the mortgage industry.
• Demonstrated knowledge of FHA, VA, and Conventional loan programs.
• Ability to maintain professionalism and communication throughout the loan cycle.

Responsibilities

• Reviews and documents customer complaints.
• Processes check requests for refunds and reimbursements.
• Answers all calls in the Customer Service queue.

Skills

Professionalism

Customer service

Communication

Product knowledge of mortgage programs

Education

High school diploma or GED

Tools

Encompass

Job description

Overview

The Corporate Customer Service Department functions as “Office of the President”. Supervises and coordinates activities engaged with the Customer Service Specialist who works with internal and external customers (ex. Loan Officers, clients, realtors, 3rd parties) by assisting with addressing any issues/disputes or status updates in the loan process. This would include but not limit to the following, gathering information from the customers, loan officers, processors, and other departments as it relates the mortgage loan process. Customer Service Specialists communicate through email, telephone, and face-to-face to provide findings, solutions, and/or recommendations upon completing the review.

Customer Service Specialist also assist other departments, like Processing and Insuring, to help clear post-closing conditions or pending repairs associated to escrow holdbacks.

Location: Remote - PST, MST only

(if living within 30 miles of Tustin, CA will need to be able to work a hybrid schedule)

Pay: $20/hr to $24/hr + full time benefits including 401k

Responsibilities

• Reviews and researches customer complaints
• Documents Customer Service complaint issues in the Customer Service log
• Review and respond to credit inquiries and/or disputes
• Keeps the log up to date by closing out completed customer service requests and complaints
• Process check request for all refunds and/or reimbursements
• Responds to email correspondence received in the Customer Service inbox
• Studies and standardizes procedures to improve efficiency of subordinates
• Answers all calls that come in through the Customer Service queue to assist accordingly
• Reviews recorded calls to observe employee's demeanor, technical accuracy, and company policies

Qualifications

• High school diploma or general education degree (GED);
• Three to five years’ experience in this customer service, specific to the mortgage industry
• Demonstrate product knowledge of FHA, VA, Conventional and other loan programs such as Home Equity Lines of Credit, 2nd Mortgages, Home Improvement, down payment assistance and bond programs
• Demonstrate working knowledge of federal and state guidelines, rules and regulations such as RESPA, TILA, HMDA, etc.
• Ability to maintain a high level of professionalism, customer service, and communication with all parties involved in the loan cycle
• Proficient with Encompass, or other paperless mortgage loan origination systems
• Understanding of all compliance regulations and investor guidelines

Other Duties: This job may require frequent sitting or standing for long periods of time. This job profile is not intended to be an all-inclusive list of job duties and responsibilities, as one may perform additional related duties as assigned in order to meet the needs of the organization.

Work Authorization: Must be able to verify identity and employment eligibility to work in the U.S.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to lift up to ten pounds. Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a keyboard; and to verbally communicate to exchange information. VISION: See in the normal visual range with or without correction. HEARING: Hear in the normal audio range with or without correction.

[EOE/M/F/D/V. Drug-free workplace.]

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