Customer Service Representative

GENERAL SUMMARY

The Customer Service Representative provides high level customer service duties and will act as a primary point of contact for clients, specializing in Mortgage Loan Servicing. The Representative will process customer payments by phone and provide guidance on online payment methods, ensuring accurate transactions. This position executes core mortgage loan servicing functions by applying specialized product knowledge and procedural expertise. The representative ensures all operational tasks and system applications comply fully with industry regulations, federal guidelines, and state laws.


ESSENTIAL DUTIES & RESPONSIBILITIES

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Provides high quality customer service
• Provides timely information (oral and written) to all Housing New Mexico borrowers, or to creditors on the borrower's behalf
• Customer Service Calls and related activities
• Initiate first phase collections by executing outreach and payment reminders to borrowers
• Provide backup coverage for front desk duties
• Performs administrative and clerical tasks
• Performs other related duties of a similar nature and level as assigned.
• Employees are required to comply with safety regulations, procedures, and protocols

MINIMUM QUALIFICATIONS

Education and Experience

• High school diploma or equivalent; Two years of directly related experience in mortgage servicing or customer service fields. Excellent communications and customer service skills. General knowledge of mortgage loan accounting is preferred.

Conditions of Employment

• Fluent Spanish speakers will receive a dollar differential.

KNOWLEDGE, SKILLS, and ABILITIES

• Ability to communicate in English and Spanish effectively both orally and in writing.
• Work independently
• Balance competing requirements and needs of client organizations
• Read, analyze, and interpret standards, policies, procedures, and regulations
• Handle common inquiries or complaints
• Exercise good judgment and focus on detail as required by the job
• Operate standard office equipment, such as computer keyboards and monitors, copiers, scanners, and telephone
• Use (or learn to use) computer software and systems applicable to the position
• Follow oral and written instructions and procedures
• Research and resolve issues/concerns
• Maintain accurate records
• Meet schedules and deadlines of the work unit
• Maintain well-organized materials, files, systems and tools
• Adapt to changes in work situations and priorities

Core Expectations

• Provide Customer Service to internal and external customers 100% of the time.
• Demonstrate a Positive Attitude.
• Demonstrate respectful behavior.
• Foster teamwork and collaboration.
• Exhibit honesty and integrity in communications and actions.
• Take initiative.
• Dependable, Reliable, Adaptable Productive.
• Strive to become the subject matter expert in your position.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is performed in a standard office or indoor environment. Essential functions are regularly performed without exposure to adverse environmental conditions; however, employees may be exposed to minor inconveniences such as occasional noise, exposure to computer screens, crowded working conditions, and/or minor heating, cooling or ventilation problems.

Employees in the position may be exposed to rude/irate customers, or other individuals.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Light Work: Performing the essential functions typically requires exerting up to 25 pounds of force occasionally, up to 10 pounds of force frequently, and/or a negligible amount of force constantly.

The work occasionally involves walking, driving, stooping, kneeling, crouching, reaching, climbing, balancing, pushing, pulling, lifting.

Housing New Mexico is an Equal Opportunity Employer.