Customer Service Representative

RPMGlobal; Nashville (TN); On-site; USD 36,000 - 52,000; Full time

Job summary

RPMGlobal in Nashville, TN is seeking a Loan Servicing Agent to handle customer service and borrower account administration with direct public contact. The role requires living within 200 miles of the Nashville office and is an in-office, full-time position.

You will work in the Loan Servicing call center handling payoff quotes, payments, and data updates, following THDA policies and procedures.

Qualifications

• High school diploma or GED required.
• Telephone customer service experience required.
• Mortgage servicing experience preferred.
• MBA 'Basics of Mortgage Servicing' course preferred.

Responsibilities

• Answers incoming phone calls and responds to customer requests for information on their accounts.
• Completes payoff quotes and verifies information accuracy.
• Provides primary phone support through the Loan Servicing call center.
• Makes outgoing calls to assess reasons for default and arrange current standing.
• Assists with changes in mailing addresses and loan data.
• Assists with new loan onboarding and data verification.
• Supports mailing letters, forms, or other customer contact.
• Assists customers with website functionality and password resets.

Skills

Excellent customer service

Telephone etiquette

Verbal communication

Written communication

Data entry

Interpersonal skills

Teamwork

Time management

Documentation

Attention to detail

Confidentiality

Microsoft Word/Excel/Outlook

Internet

Education

High school diploma or GED

Mortgage Servicing Basics course (MBA)

Tools

Microsoft Word

Excel

Outlook

Internet

Job description

This position requires you to live within a 200-mile radius of our Nashville, TN office.
This position is in-office fulltime.

Critical features of this job are described under the headings below. They may be subject to change due to changes in our business processes or other business-related reasons.

POSITION SUMMARY

Completes activities relating to customer service and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, payoff quotes and other general customer service inquiries.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

• Answers incoming phone calls and responds to customer requests for information on their accounts.

• Completes payoff quotes, verifies the accuracy of information and provides quotes to customers.

• Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow up communications.

• Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.

• Assists with changes in mailing addresses, corrections to phone numbers and other loan servicing data.

• Provides assistance with new loan on-boarding and verification of new loan data.

• Provides assistance with mailing letters, forms or other customer contact.

• Assists customers with web site functionality, password resets, and other requests for account data.

• Maintains and files electronic information to customer accounts with proper noting and documentation.

• Provides assistance with Automated Clearing House (ACH) sign up and notification of account billing statements.

• Assists with error resolution and customer complaint tracking.

• Provides back up for other Loan Servicing functions.

MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Education and Experience:

• High school diploma or GED.

• Telephone customer service experience.

• Mortgage servicing experience preferred.

• Successful completion of Mortgage Bankers Association “Basics of Mortgage Servicing” course preferred.

The above qualifications express the minimum standards of education and/or experience for this position. Other combinations of education and experience, if evaluated as equivalent, may be taken into consideration.

Knowledge, Skills, Abilities, and Competencies:

• Excellent customer service skills.

• Excellent telephone etiquette.

• Excellent verbal and written communication skills.

• Ability to accurately enter data into electronic systems.

• Strong interpersonal skills.

• Builds and maintains positive relationships with internal and external constituents.

• Ability to work effectively as part of a team.

• Ability to plan and organize a large workload.

• Maintains high level of confidentiality.

• Strong organizational and time management skills; uses time effectively; consistently meets deadlines.

• Documents regularly, thoroughly, accurately, and completely with a high level of detail.

• Ability to read, follow and interpret instructions, regulations and policies.

• Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.

• Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Special Demands:

• The ability to use a phone headset for long periods of time.

• While performing the duties of this job, the employee is regularly required to sit; stand; use hands to finger, handle or feel; and talk and hear.

• The employee is occasionally required to walk; reach with hands and arms, and stoop, kneel, or crouch.

• Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.