Customer Service Specialist

The Servion Group; New Brighton (MN); On-site; USD 28,378 - 33,034; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401k Plan with company match

Variable Bonus Pay

Job summary

A financial services company in Minnesota seeks a Customer Service Representative to handle inquiries related to mortgage loans. This role requires strong communication skills and familiarity with lending practices. Candidates should have at least a High School Diploma and 1-2 years of experience in the mortgage industry, preferably in a call center. The position offers a competitive hourly wage and comprehensive benefits, including medical and dental insurance, a 401k plan, and bonuses.

Qualifications

• 1-2 years experience in the mortgage industry, preferably in a call center environment.
• Thorough knowledge of first mortgage real estate lending practices and regulatory requirements.
• Ability to work necessary hours to fulfill responsibilities.

Responsibilities

• Handle general customer inquiries post-training.
• Verify caller identity as per regulations.
• Build customer relationships and resolve complaints.
• Document details accurately.
• Track complaint and customer account maintenance.
• Participate in performance meetings.

Skills

Strong communication skills

Customer service

Problem solving

Familiarity with AllRegs

Basic Excel

MS Office

Education

High School Diploma or GED

Job description

Summary

Extensive Administrative and Phone work involved in servicing the mortgage loans and providing direct member service to the borrowers. Primary contacts include borrowers, investors, and vendors. Servicing representatives receive moderate supervision in the performance of duties and responsibilities. Work is generally evaluated on obtaining objectives with accuracy, timeliness and results.

ESSENTIAL RESPONSIBILITES & DUTIES

• Handle general customer inquiries upon completion of new hire training
• Handle additional call types such as, Escrow, Tax, Payoff, and PMI upon completion of additional call type training
• Verify caller identity through the authentication procedures set forth by federal and/or state regulations. Provide information and knowledgeable assistance regarding mortgage loans by retrieving customer loan information quickly and efficiently.
• Follow escalation procedures to address customer concerns to identify and report possible threats made towards the company and/or other associates
• Build customer relationships by actively listening and resolving complaints quickly efficiently, and accurately. Explain policies and procedures courteously and patiently.
• Use problem solving skills, paired with knowledge of Servion, Inc. Procedures to identify and communicate appropriate, accurate solutions to customers
• Perform and explain interest and product-related calculations
• Document details in a thorough, accurate manner
• Track complaint and customer account maintenance
• Meet and exceed customer satisfaction expectations
• Maintain familiarity with systems and applications in order to research inquiries
• Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to customers
• Actively participate in quarterly performance meetings; meet or exceed all performance metrics.

ESSENTIAL DUTIES, KNOWLEDGE, SKILLS, ABILITIES

Required

• Thorough knowledge of first mortgage real estate lending practices, including federal regulatory requirements, state regulations, agency and Credit Union requirements.
• Strong communication skills
• Must be able to provide cordial customer service regardless of customer personality, presence or communication style.
• Familiarity with AllRegs
• Ability to work the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during business hours and shifts) to communicate with subordinates, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals
• Basic Excel, MS Office

Preferred

• Experience with FNMA, GNMA, FHLMC Guidelines
• Experience in a call center environment

COMPENSATION

20.60 - 23.98 per hour.

Servion has provided a salary range that represents its good faith estimate of what the company may pay for the position at the time of posting. The specific salary offered will be determined based on factors such as the qualifications of the selected candidate, departmental budget, internal salary equity considerations, and available market information.

General Description of Benefits

All full-time employees are eligible for Medical Insurance, Telehealth Services, Dental Insurance, Vision Insurance, Life Insurance, Short-term Disability, Long-term Disability, Legal and Identity Theft Protection, Critical Illness Insurance, Hospital Insurance, Accident Insurance, Participation in 401k Plan with up to 5% company match, and Variable Bonus Pay.

Requirements

PREFERRED QUALIFICATIONS

• Education: High School Diploma or GED required.
• Experience: A minimum of 1-2 years' experience in the mortgage industry preferable in a call center environment.
• Licenses/Certifications: None