Mortgage Servicing Customer Service Research Representative

Bell Mortgage; Owensboro (KY); On-site; USD 38,000 - 52,000; Full time

Job summary

Bell Bank Mortgage in Owensboro, KY is seeking a Mortgage Servicing Customer Service Research Representative to support mortgage officers and internal staff. The role focuses on researching escalated issues to provide resolutions and handling communications across digital channels.

The position is in-office with standard business hours. Qualified candidates typically have a HS Diploma or GED and 2-4 years of mortgage servicing or customer service experience.

Qualifications

• HS Diploma or GED required.
• 2-4 years of experience in mortgage servicing or customer service.
• Experience with core mortgage servicing systems is preferred.

Responsibilities

• Handle customer escalations from mortgage officers and internal staff and document notices of errors or complaints.
• Perform research to resolve customer or staff issues.
• Process escrow waiver, recast, PMI removal requests and coordinate with escrow/special loans on system changes.
• Process payoff requests and respond in writing to customer correspondence.
• Handle emails and secured mail through digital channels and participate in team meetings.
• Support department projects and other duties as directed by the Manager.

Skills

Verbal and written communication

Organizational, research, analytical

Independent work, critical thinking

Education

HS Diploma or GED

Job description

Mortgage Servicing Customer Service Research Representative

#4617

Owensboro, Kentucky, United States

Location(s)

Owensboro , Kentucky , United States

Work Location Type

In office

Work Hours

Monday - Friday | 8am - 5pm

Job Description

This position will provide support to mortgage officers and all other internal bank staff for customer escalated issues. This role will research escalated issues to provide a resolution. This position will handle overflow communication through all digital channels and escalated service issues from internal staff. This role will handle task requests to complete customer's request. This position will handle customer correspondence and payoff request. The incumbent processes, approved and communicates customer requests for escrow waiver, recasts, PMI waivers, research requests, complaints notice of errors, and request for information. This position participates in department projects when applicable.

Responsibilities

• Handle customer escalations calls from mortgage officers and internal staff and document any department notice of errors, customer complaints and request for information for servicing audits.
• Perform research to resolve customer or internal staff issues or questions.
• Process escrow waiver, recast, PMI removal requests. In addition, work with escrow and special loans on system changes.
• Process payoff request.
• Provide a written response to customer correspondence.
• Process communications such as emails and secured mail through our digital channels.
• Participate in team meetings.
• Perform special projects, additional duties and responsibilities as directed by the Mortgage Servicing Customer Service Research Manager.

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)
• 2-4 years of experience working in a core mortgage servicing system and customer service experience.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong organizational, research, analytical and problem solving skills.
• Ability to motivate others, work independently and demonstrate critical thinking skills and independent judgement.
• Ability to provide professional support and present a positive image of the department and the bank.

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:

• 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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