Mortgage Resolutions Spec II

Job Title: Mortgage Contact Center Representative

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

The Mortgage Contact Center Representative serves as the first point of contact for borrowers calling Old National Bank regarding mortgage servicing needs. This role provides exceptional customer service by handling inbound and outbound customer interactions, resolving routine and complex mortgage inquiries, educating borrowers on mortgage products and services, and ensuring timely issue resolution. The Representative works closely with internal partners to deliver accurate information, create positive customer experiences, and support the overall performance of the Mortgage Contact Center.

Salary Range: $17.00/hr. - $27.50/hr. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities:

• Manage inbound and outbound customer interactions related to mortgage servicing inquiries.
• Provide prompt, accurate, and professional service while maintaining a positive customer experience.
• Assist borrowers with questions regarding escrow accounts, payment transactions, adjustable-rate mortgage (ARM) changes, payoff requests, account maintenance, and other servicing matters.
• Demonstrate active listening skills to identify customer needs and provide effective solutions.
• Escalate complex issues to appropriate departments when necessary and ensure proper follow-up.
• Support customers with online banking access and mortgage account management within servicing platforms.

• Meet established contact center productivity, quality, and service level expectations.
• Effectively manage call volumes while maintaining quality standards and customer satisfaction.
• Accurately document customer interactions and account activity in servicing systems.
• Utilize available resources and knowledge tools to provide accurate and compliant information.
• Support departmental goals related to service levels, response times, and customer satisfaction metrics.

• Demonstrate flexibility and adaptability in a fast-paced contact center environment.
• Collaborate with team members, leaders, and business partners to resolve customer concerns.
• Share knowledge and best practices to support team success and continuous improvement.
• Participate in coaching, training, and development activities to enhance performance.
• Support organizational objectives by maintaining a team-first mindset and contributing to overall department success.

• Adhere to all regulatory requirements, bank policies, and mortgage servicing procedures.
• Ensure customer interactions and account maintenance activities are performed accurately and compliantly.
• Protect customer information by following privacy, security, and authentication standards.
• Identify and escalate potential risks, errors, or customer concerns appropriately.
• Maintain knowledge of applicable mortgage servicing regulations and servicing requirements.

• Strong customer service orientation and commitment to delivering an exceptional borrower experience.
• Excellent verbal and written communication skills.
• Ability to effectively manage customer conversations and de-escalate challenging situations.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask, navigate multiple systems, and manage time efficiently in a high-volume environment.
• Adaptability and willingness to learn new processes and technologies.
• Strong attention to detail and commitment to accuracy.

• Minimum of 1-2 years of customer service, call center, mortgage servicing, banking, or related experience preferred.
• Knowledge of mortgage servicing processes and terminology preferred.
• Strong computer proficiency with experience using multiple systems simultaneously.
• Working knowledge of Microsoft Office applications.
• High school diploma or equivalent required; additional education or mortgage-related certifications preferred.

• Achievement of established Service Level, Average Speed of Answer (ASA), Adherence, and Quality goals.
• Consistent delivery of a positive customer experience and customer satisfaction results.
• Accurate and timely handling of customer inquiries and account maintenance requests.
• Compliance with all regulatory requirements and internal policies.
• Effective documentation of customer interactions and account activity.
• Ongoing development of mortgage servicing knowledge and contact center expertise.

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP, to fill a specific position.

Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical. We are Old National Bank. Join our team!