Mortgage Loan Operations Support
Bethesda , MD
The Customer Service Representative’s primary responsibility is to respond to verbal account inquires over the phone. The CSR must answer questions related to all aspects of mortgage servicing. Other responsibilities includes making outbound thirty days account past due calls and welcome calls to our new customers, providing explanations to customers about adjustable rate mortgage products, such as the reason for their rate increase, modifications information and to respond to verbal account inquires. In addition, the CSR must make repeated instantaneous decisions regarding the information given by the customer. This position must be handled with a consistently high level of concern and courtesy in meeting the needs of our customers while maintaining a high degree of professionalism. Assist the customer service supervisor with other duties as assigned.Performance
Quality Objectives:The customer service representative must exhibit a consistently high level of performance in call management and quality by following proper procedures and guidelines: greeting each call by using proper procedures in authenticating customer; stating name and offering assistance; understanding and confirming customer’s needs; providing accurate information; using proper telephone etiquette, grammar, enunciation, tone and inflection; minimizing hold time; using proper call transfer procedures; taking control of the call; following through on all necessary tasking or stop request; thanking customer and offering additional assistance to optimize the customer call resolution.
Responsibilities: • Answer a required 75 to 100 incoming customer calls received thru ACD system daily.• Provide customers with information requested through verbal or written correspondence and maintain accurate records (i.e. balance statements, documents copies, and account history).• Direct calls or correspondence to proper departments in event information is not available or requires research (i.e. issue task, transfer call, take messages).• Verbally take mortgage payments over the phone by completing one time draft payment.• Perform duties of unlocking and deleting access for Mortgage Access customers.• Respond to request from other lenders regarding account information (i.e. credit verification).• Respond to inquires regarding hazard and flood insurance issues and disbursements.• Respond to inquires regarding tax issues and disbursements.• Review and explain escrow disclosure statements (i.e. account shortages and overages).• Discuss and respond to inquiries regarding loan types and terms (i.e. VA, FHA, Conventional, ARM). • Updates second trust notification on the computer system.• Maintain and process change of addresses.• Generate mail or fax loss draft forms.• Sort faxes from Right fax• Monitor the type of calls being received in order to identify any problem areas within servicing and bring those problems to the attention of departmental supervisor or manager for resolutions.• Make outbound thirty day calls • Make outbound telephone calls to customers such as welcome, negative amortization-recast, and modification calls.• Other duties as assigned.Basic Qualifications:High School diploma, GED, or equivalent1 year of customer service OR mortgage customer service experience