Mortgage Customer Service Representative

bellbank; Kentucky; On-site; USD 38,000 - 52,000; Full time

Job summary

Bell Bank seeks a mortgage servicing specialist in Kentucky to be the primary contact for mortgage loan customers and staff. You will resolve a wide range of servicing issues, ensuring compliance with guidelines and delivering accurate information across channels.

This role emphasizes high-quality service, CFPB timing adherence, and collaboration with cross-functional teams to manage payments, escrow, insurance, taxes, and payoff requests.

Qualifications

• Knowledge of personal computers and MS Office
• Excellent customer service skills
• Excellent verbal and written communication skills
• Ability to handle conflict and work under pressure
• Ability to listen, evaluate and exercise independent judgment

Responsibilities

• Serve as the primary point of contact for mortgage loan customers.
• Resolve a variety of simple to complex mortgage servicing problems (payments, escrow, insurance, taxes, PMI/MIP).
• Research with resources from other servicing teams or Bell Bank units.
• Assist in updating procedures and Q&As to ensure accuracy.
• Meet CFPB timing requirements for responses to notices and complaints.
• Process phone payments from customers.
• Maintain up-to-date knowledge of Bell Bank and governmental guidelines.
• Process customer payoff requests.
• Guide customers through insurance claim processes and update policies.
• Update insurance documentation and retain required records.
• Enter customer correspondence into the servicing system for tracking.
• Follow policies to meet team quality standards.
• Maintain security and confidentiality of customer information.

Skills

Customer service

Verbal communication

Written communication

Conflict resolution

Active listening

Independent judgment

Education

High School Diploma

GED

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.