Mortgage Customer Service Representative

Bell Mortgage; Fargo (ND); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Healthcare

401(k)

Employee stock ownership plan

Pay It Forward program

Job summary

Bell Bank Mortgage in Fargo, ND seeks a Mortgage Customer Service Representative to be the primary contact for mortgage loan customers and Bell Bank staff. This in-office role requires knowledge of mortgage servicing guidelines and strong service skills to resolve inquiries across channels.

You will handle payments, escrows, insurance, payoff requests, and documentation while maintaining security and compliance.

Qualifications

• HS Diploma or GED required.
• 0-2 years of relevant experience.
• Experience in banking preferred.

Responsibilities

• Primary point of contact for mortgage loan customers.
• Resolves a variety of problems (payments, escrows, insurance, tax payments, PMI/MIP) for customers.
• Uses available resources for problem resolution with other teams or units.
• Assist in updating and maintaining procedures and Q&As for accuracy.
• Meet CFPB timing requirements for responses to errors and inquiries.
• Process phone payments and payoff requests.
• Maintain knowledge of mortgage products and guidelines.

Skills

Customer service

Verbal communication

Written communication

Conflict resolution

PC knowledge

Education

High School Diploma or GED

Tools

Microsoft Office

Windows OS basics

Job description

Mortgage Customer Service Representative

#4619

Multiple Locations

Location(s)

Fargo , North Dakota , United States

Owensboro , Kentucky , United States

Work Location Type

In office

Work Hours

Monday - Friday 10:00am-7:00pm | Rotating Saturdays 8:00am-12:00pm

Job Description

This position will be the primary point of contact for mortgage loan customers and mortgage bank employees. This role is required to maintain working knowledge of all Bell Bank, State, federal and investor guidelines in order to ensure compliance with rules and regulations. This position will research and resolve simple to complex mortgage loan servicing problems. This position provides unequaled personal service to customers through a variety of digital channels in accordance with established policies and procedures, with accuracy and efficiency.

Responsibilities

• Primary point of contact for mortgage loan customers.
• Resolves a variety of simple to complex problems (i.e.: payments, escrow accounts, insurance, tax payments, year-end activity, PMI/MIP requirements, and all other activity regarding mortgage loans) for customers.
• Uses available resources for problem resolution, which may involve analysis of information received from other mortgage servicing teams or Bell Bank business units.
• Assist in updating and maintaining position procedures and Q&As to ensure accuracy.
• Meet CFPB timing requirements for responses to customer notice of errors, information requests, and customer complaints.
• Process phone payments from our customers.
• Maintain up to date knowledge of all Bell Bank, State, federal and investor guidelines.
• Process customer payoff requests.
• Provides guidance to customers with the insurance claim process and sends claim packets.
• Work with customers to update Insurance policies and retain required documentation for the insurance department.
• Research and resolve requests as needed according to established policies and procedures. Make appropriate updates to MSP and/or submit task items to the appropriate area.
• Enter customer correspondence into the mortgage servicing system for tracking.
• Maintain working knowledge of all areas related to mortgage loan servicing.
• Follow established policies and procedures, accurately and efficiently to meet team quality standards.
• Verbalize and demonstrate knowledge of procedures for maintaining security, confidentiality, and integrity of customer information.
• Communicate service issues in a timely manner to supervisor for resolution.
• Meet or exceed all performance goals as outlined for the position.
• Provide courteous, accurate, and efficient assistance to customers over the phone, by email, and by mail.
• Provide assistance to our customers with online enrollment in Q2.
• Maintain knowledge of functions within appropriate skill level required for quality service.
• Maintain knowledge of all mortgage products and services offered by Bell Bank.

Bell Bank Culture, Policy and Accountability Standards

• Know and live Bell Bank’s values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• H.S. Diploma or General Education Degree (GED)
• 0-2 years of relevant experience.
• Experience in banking preferred.

Knowledge, Skills, and Abilities

• Knowledge of personal computers and related software programs including, but not limited to, Windows XP and Microsoft Office, and ability to effectively use them.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Ability to effectively handle conflict and work under pressure.
• Ability to listen, evaluate and exercise independent judgment.

Company Information

If you love sales and are passionate about helping others purchase their dream home, consider a career with Bell Bank's mortgage team. You will work with colleagues in a first class culture that provides a family atmosphere, enjoy great benefits and provides a high level of service that makes each mortgage run smoothly -- by sending closing packages five days before the closing, in-house underwriting and processing and having a support team to allow you to work efficiently.

Bell Bank Mortgage is backed by the financial strength of one of the nation's largest independently owned banks. Founded in 1966 in Fargo, North Dakota, Bell Bank has more than $14 billion in assets and full-service banking locations in Arizona, Minnesota and North Dakota. Bell has empowered more than $30 million in charitable giving through its unique Pay It Forward initiative, through which every employee chooses each year how to help individuals, families and organizations in need.

Originally founded in 1880 by early Minneapolis civic leader David C. Bell, Bell's mortgage division today has thousands of family mortgages to its name. Bell Bank Mortgage has been in Arizona since 1997 and has several regional offices in the United States.

Bell Bank has been recognized as a top bank and a top financial workplace by American Banker, Forbes and Fortune, and has been named among America's top mortgage employers by National Mortgage Professional magazine.

If you want to work for a strong, growing, forward-looking organization with world-class employees, this is the place for you.

Bell's Values:

As stewards, dedicated to the growth and reputation of this independently owned organization, we are committed to:

• Promoting and sustaining our family atmosphere.
• Providing unequaled personal service to each and every customer.
• Paying it forward.

Our Bottom Line:

Happy Employees! Happy Customers!

In addition to salary, Bell Bank offers a comprehensive benefits package including, healthcare, (medical, dental, vision) employee stock ownership program, and 401(k) contribution and profit-sharing plan. All benefits are subject to eligibility requirements.

Bell Bank

Equal Opportunity Employer

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