Inbound Mortgage Customer Service Specialist

Job Title

Updating database with insurance for various collateral. Ensures delivery of high quality and accurate customer service while maintaining solid customer relationships by handling their questions and concerns with speed and professionalism. This position receives inbound calls and completes outbound calls or web inquiries to insurance companies to verify insurance. Canceling of Auto CPI per procedures and lender particulars. Working Mortgage, Escrow, Commercial, Condo and Flood accounts thoroughly per procedures and to resolution. Working level 3 inbox emails.

Job Duties and Responsibilities

Inbound Calls 75%

• Handle incoming borrower, agent and lender calls at a professional level.
• Accurately compose written information for loan histories.
• Accurately verify, key and/or memo insurance information in relation to all Creditor Placed Insurance (CPI) product types and CPI cancels.
• Ability to follow up and resolve customer problems or issues.
• Mentor fellow co-workers as requested by supervisor.
• Report any system and related issues.
• Correctly work Mortgage, Escrow, Commercial, Condo and Flood accounts.
• Keying escrow premium.
• Resolving difficult accounts / problem solving.
• All accounts need worked in accordance to all regulations.
• Taking ownership of account to assure further escalation does not transpire.
• Level 3 inbox emails from borrower to help rectify outstanding issues.

CPI Cancel 15%

• Review insurance policies for compliance and lender requirements as well as cancel vehicle CPI policies.
• Assure CPI Cancel protocol/procedures are being followed.
• Quality must be maintained to minimize premium loss.

Metrics 10%

• Meet set goals and assigned workload expectations for productivity.
• Meet and exceed Quality audits and metrics.
• Ability to be coached and learn from previous errors and know what is needed to improve.
• Meet monthly regarding scorecard metrics.

Qualifications (Education, Experience, Certifications & KSA)

• High school diploma or GED required.
• Ability to distribute and exchange information with others.
• Strong attention to detail and organization skills required.
• Strong problem solving and analytical abilities.
• Dependable and reliable.
• Ability to acknowledge and respect confidential information.
• Excellent telephone, written and verbal communication skills with strong customer service focus.
• Professional interaction with employees, peers and customers.
• Answers questions, corrects errors and resolves discrepancies.
• Ability to learn quickly.
• Ability to remain composed and effective under pressure.