Customer Service Rep - Mortgage Services

Valley Bank; Wayne (NJ); On-site; USD 38,000 - 56,000; Full time

Job summary

Valley Bank is seeking a Mortgage Servicing Associate to assist borrowers and staff with billing inquiries, payoff requests, and general loan information. The role includes preparing payoff statements and amortization schedules, and responding to tax and insurance questions.

You will handle borrower telephone payments, resolve complaints, and provide excellent service while supporting other areas of the department as needed.

Qualifications

• Two years of prior customer service or call center experience.
• Mortgage Servicing experience preferred.
• Ability to write routine correspondence.

Responsibilities

• Assist borrowers, attorneys, settlement agents, and staff with billing and payment posting inquiries, payoff requests, and general loan information.
• Assist Payoff/Satisfaction Department in preparing payoff statements for borrowers, settlement agents, and Closing Department.
• Review escrow analysis statements with borrowers and prepare amortization schedules.
• Respond to basic tax and insurance questions and resolve customer service complaints.
• Receive and process borrower telephone payments (speed pay).
• Provide excellent customer service to mortgage borrowers.
• Assist other areas of the Department as needed.

Skills

Mortgage knowledge

Customer service

Data entry

Analytical skills

Multitasking

Attention to detail

Computer skills

Telephone skills

Education

High School Diploma or GED

Job description

Responsibilities

• Assist borrowers, attorneys, settlement agents, VNB collection staff and other VNB staff with billing statement and payment posting inquiries, payoff requests, and general loan inquiries/information.
• Assist the Payoff/Satisfaction Department in the preparation of payoff statements for borrowers, settlement agents and VNB Closing Department.
• Review in detail the complexity of initial and annual escrow analysis statements with borrowers.
• Prepare amortization schedules.
• Respond to basic tax and insurance questions.
• Review and resolve all customer service complaints.
• Receive and process borrower telephone payments (speed pay).
• Provide excellent customer service to mortgage borrowers.
• Assist other areas of the Department as needed.

Required Skills

• General understanding of the multifunctional mortgage servicing department.
• Ability to add, subtract, multiply and divide in all units of measure.
• Ability to write routine correspondence.
• Ability to think independently and make appropriate decisions.
• Ability to perform multiple tasks through effective prioritization and time management, and demonstrate attention to details.
• Strong analytical and reconciliation abilities.
• Strong computer skills including electronic mail, routine database activity, word processing, spreadsheets, graphics, etc.
• Strong telephone skills.

Required Experience

• High School Diploma or GED and a minimum of two years' prior customer service or call center experience.
• Mortgage Servicing experience preferred.