Mortgage Customer Service Specialist

Gateway First Bank; Jenks (OK); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

0 copay on brand name and generic meds

Company contribution to HSA

$600 wellness credit on premium per‑y​

LegalShield & IDShield

Tuition Reimbursement

Nationwide Pet Insurance

Job summary

Gateway First Bank in Jenks, OK is seeking a Customer Service Specialist to resolve mortgage-related customer issues and provide knowledgeable support. The role emphasizes one-call resolution, documentation, and clear communication via phone, email, and letters.

Shifts run Monday–Friday, 9 am–6 pm. The bank offers strong benefits and supports career development in a collaborative call-center environment.

Qualifications

• Proficiency with Microsoft Word and Excel.
• Strong problem-solving abilities.
• Ability to work effectively in a team.
• Well-organized with attention to detail.

Responsibilities

• Responds to first-level customer service questions.
• Provides support via phone, email, and mail.
• Uses systems to document problem resolutions and follow up.
• Maintains customer records and updates accounts.
• Identifies root causes and prevents escalations.
• Ensures compliance with BSA/AML, OFAC, GLBA rules.

Skills

Word

Excel

Problem solving

Teamwork

Detail oriented

Education

High School Diploma

1 year customer service experience

Call center experience preferred

Mortgage banking experience preferred

Job description

Jenks, OK - I asked our Mortgage Customer Service department for some adjectives that describe their team:
Welcoming / Collaborative / Proactive / Knowledgeable / Empathetic / Honest
It's always been true - we have really happy Customer Service Specialists at Gateway! So, if you are passionate about helping customers and want to be excited to come to work every day - apply!!
Mon - Fri schedule, 9 am - 6 pm call center shift

Along with an excellent working environment GFB offers world-class benefits such as:

• 0 copay on brand name and generic meds
• Company contribution to HSA
• $600 wellness credit on premium per year
• LegalShield & IDShield
• Tuition Reimbursement
• Nationwide Pet Insurance

Customer Service Specialist JOB SUMMARY:

Responsible for identifying customer service issues and resolving them, providing operational feedback to identify root causes of problems/issues, and eliminating the need for call escalation.

Customer Service Specialist ESSENTIAL FUNCTIONS (RESPONSIBILITIES):

• Responds to first-level support questions from customers.
• Answers calls and provides necessary support to and the assurance that they will be served by knowledgeable mortgage specialists.
• Applies and leverages technology systems to consistently follow up and document problem resolutions.
• Maintains customer records and updates customer account information.
• Resolves customer service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; and following up to ensure resolution.
• Communicates with and serves customers via phone, email, and letter.
• Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
• Performs related responsibilities as required or assigned.

Location

Jenks, OK

Requirements

Customer Service Specialist REQUIRED QUALIFICATIONS:

Knowledge/Skills/Abilities

• Proficiency in the use of Microsoft Word and Microsoft Excel.
• Proven problem solving capabilities.
• Ability to work in a team environment.
• Organized, task oriented and attentive to detail.

Equivalent Education/Experience

• High School Diploma.
• At least 1 years of related customer service experience.
• Prefer related experience in a call center environment.
• Prefer related experience in mortgage banking.

Customer Service Specialist SPECIAL JOB DIMENSIONS:

Work involves spending 70% of the time answering customer calls & resolving issues completely to ensure one call resolution.

Gateway First Bank provides equal employment opportunities to all persons without regard to membership in any group or category which is legally protected such as gender, race, age, national origin, religion, creed, color, disability, genetic information, sexual orientation, gender identity, veteran status, or any other characteristic protected by law. Equal Opportunity shall be present with respect to employment, upgrading, demotion, or transfer, recruitment or recruitment advertising, layoff to termination, rates of pay, other forms of compensation, and selection for training including apprenticeship, pre-apprenticeship, and/or on-the-job training.