Mortgage Servicing Call Center Representative

Great Lakes Credit Union; Chicago (IL); On-site; USD 29,000 - 41,000; Full time

Job summary

Mortgage Forward in Chicago, IL is hiring a Mortgage Servicing Call Center Representative to handle member inquiries about serviced loans by phone and email, delivering courteous, accurate information and counseling.

Responsibilities include assisting borrowers with payments and questions, navigating the servicing site, and protecting borrower data. You will aim to meet SLAs while upholding compliance and professionalism.

Qualifications

• High school education or GED required.
• Minimum one year of related experience.
• Excellent attention to detail and strong communication skills.

Responsibilities

• Handle inbound calls and emails from members/borrowers for serviced loans.
• Provide accurate information and counseling on questions and inquiries, including payments.
• Identify borrowers and protect against fraud using security measures.
• Assist borrowers with navigating the servicing website.
• Route calls to other departments as needed and diffuse upset borrowers with patience.
• Meet or exceed SLAs for response time and quality.
• Maintain compliance with applicable laws and Mortgage Forward policies.
• Other duties as assigned.

Skills

Customer service

Attention to detail

Communication skills

Education

High school diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Mortgage Servicing Call Center Representative

Regular Full Time Clerical Bryn Mawr, Chicago, IL, US

2 days ago Requisition ID: 1244

Salary Range: $20.48 To $30.73 Hourly

Mortgage Forward is Hiring GREAT people for our GREAT team!

Do you enjoy customer interaction and relationship building?

WE WANT YOU ON OUR TEAM!

The Mortgage Servicing Call Center Representative is responsible for all phone and email communication with members/borrowers for loans that Mortgage Forward is servicing.

As a Mortgage Loan Closer your duties will be:

Responsible for delivering a high level of member service to internal and external:

• Promises to listen, be responsive to members’ needs, simplify their financial life, and make it easy to do business with us.
• Promises to build valued relationships by discovering members’ needs, and recommending relevant products and services.
• Promises to be knowledgeable and respectful – one transaction, one interaction, and one member at a time.
• Answer incoming calls and emails from members and process their questions and inquiries including but not limited to payments and general inquiries.
• Utilize appropriate security measures to identify borrowers and protect against fraud.
• Assist borrowers in navigating servicing website.
• Investigate and resolve borrower concerns, providing appropriate advice and counseling to borrower inquiries and problems.
• Help to route calls and/or emails to other departments as needed.
• Effectively diffuse upset borrowers and situations with patience and tact.
• Meet or exceed company SLAs for response time and quality.
• Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all of Mortgage Forward’s policies, procedures and internal controls.
• All other duties as assigned

Requirements needed to be part of this team:

• A high school education or GED
• Minimum one year of similar or related experience
• Demonstrated excellent attention to detail, customer service and communication skills

We’re the total package!

Mortgage Forward is proud to be an Equal Opportunity Employer,

Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation