Customer Service Representative

Job Description

Job Description

A reputable loan portfolio servicing agency has an immediate career opportunity for an experienced Customer Service Rep to join their Baltimore team.

• Handle incoming customer service inquiries.
• Assist borrowers with website access and questions.
• Deliver exceptional service to external and internal customers.
• Process borrower check-by-phone requests.
• Respond to borrower correspondence & requests (regular mail, lockbox, website, emails, etc.).
• Respond to inter-office requests for information on loans.
• Process department incoming mail and faxes.
• Log and respond to Qualified Written Requests.
• Adhere to timelines established based on the customer needs and department workflow.
• Other duties as assigned.

• Provide a professional example, accuracy, and consistency in work performance.
• Communicates in a courteous manner.
• Keep management informed of pertinent information.
• Maintains the quality and integrity of the services provided by the department.
• Supports the overall goals of the Company and that services are delivered professionally and efficiently.

• High School diploma or equivalent.
• 1-2 years call center and/or mortgage loan servicing experience a plus.
• Excellent customer service/communication skills with an emphasis on professionalism.
• Knowledge of MS Windows, Outlook, Word and Excel is required.
• Strong oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels.
• Must be able to multi-task in a fast-paced environment.
• Strong organizational and follow-up skills with the ability to prioritize.
• Bilingual (English and Spanish) preferred.
• Strong comfort level with technology, including ability to adapt to new systems quickly and easily. Thorough knowledge of and comfort with the Microsoft office suite applications.

• Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
• Hearing - Able to hear average or normal conversations and receive ordinary information.
• Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
• Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
• Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.