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Mortgage Customer Service Specialist

FORT WORTH-76103, TX, US
12/07/2020

-

Required Skills

Microsoft Office

Company

Infinity Consulting Solutions, Inc

Experience

3 to 5 Year(s)

Job Description

MORTGAGE CUSTOMER SERVICE SPECIALIST

DALLAS/FORT WORTH AREA

THE POSITION:

ICS is hiring for Customer Service Specialists, with Mortgage experience, to join our client’s team in the Dallas/Fort Worth area! You will be responsible for fielding in-bound calls from customers in the servicing of their mortgage.

The position is responsible for providing excellent customer service and knowledgeable responses to resolve customer concerns.

WHAT YOU’LL DO:

Answers internal calls, external calls, and work calls from the message center and respond to customer request within established timelines in order to maintain service level expectations in regards to call handling time and calls per hour

Initiate outbound calls to customers

Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently

Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances

Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service

Responsible for prompt and accurate response to customer’s mortgage servicing questions and concerns

Completes escrow analysis, account maintenance changes within servicing system, payoff requests, research accounts to provide resolution to customers, and handles credit bureau disputes

Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets

Effectively provide prompt, accurate, and professional responses to customer inquiries

Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent clients

Promote the image and reputation of the company, while protecting the interests of our mortgagors, the firm, and investors

Handle escalated calls and act as resource for other agents

Various duties as assigned

WHAT YOU’LL NEED:

3+ Years of experience in mortgage servicing industry

3+ Years of call center experience

Must be able to work in a high volume call center with frequent distractions

Provide quality interactions with internal and external sources

Input data and verify information

Excellent verbal communication skills able to communicate extensively, effectively and being empathetic to our customers

Mortgage Servicing experience

Excellent customer service

Excellent written communication skills

Good organizational skills

Excellent problem solving skills

Solid Analytical skills

Execute and prioritize multiple tasks

Professionalism

Ability to work independently in a high volume environment

Proficient in Microsoft Office

Must be an efficient and effective listener