Mortgage Servicing Customer Service Research Representative

Mortgage Servicing Customer Service Representative

This position supports the Mortgage Servicing Customer Service team by researching and resolving complex customer and internal inquiries that require detailed investigation and follow-up. This role serves as a key resource for escalated servicing issues, customer correspondence, payoff requests, digital servicing inquiries, and regulatory-related requests. The representative works collaboratively with customers and internal departments to ensure timely, accurate, and compliant resolutions while delivering an exceptional customer experience. This position also supports departmental initiatives, process improvements, and special projects as assigned.

Responsibilities

• Research, investigate, and resolve escalated customer and internal staff inquiries, requests, and account-related issues requiring detailed analysis and follow-up.
• Process mortgage payoff requests accurately and within established service level expectations.
• Prepare clear, accurate, and professional written responses to customer correspondence and servicing-related inquiries.
• Manage and respond to customer communications received through email, secure messaging, and other digital service channels.
• Investigate customer complaints and process Notices of Error (NOE) and Requests for Information (RFI) in accordance with regulatory requirements, departmental procedures, and established timelines.
• Contact customers when appropriate to gather information, provide updates, clarify account activity, and resolve servicing-related concerns.
• Collaborate with internal departments to research issues, obtain information, and facilitate prompt resolution of customer matters.
• Participate in team meetings, training activities, departmental initiatives, testing efforts, and special projects.
• Maintain accurate records and documentation of research, customer interactions, and resolutions in applicable servicing systems.

Bell Bank Culture, Policy and Accountability Standards:

• Know by name and face as many customers and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Education, Experience, and Other Expectations

• H.S. Diploma or General Education Degree (GED) required.
• 2 4 years of mortgage servicing experience, including experience working within a mortgage servicing platform or core servicing system.
• Previous customer service, call center, loan servicing, banking, or financial services experience preferred.

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills with the ability to communicate professionally and effectively with customers, business partners, and internal staff.
• Excellent research, analytical, problem-solving, and critical-thinking skills with strong attention to detail and accuracy.
• Ability to independently investigate complex issues, evaluate information, and determine appropriate resolutions.
• Strong organizational and time-management skills with the ability to prioritize multiple responsibilities in a fast-paced environment.
• Demonstrated commitment to providing exceptional customer service and building positive working relationships.
• Ability to exercise sound judgment and maintain confidentiality when handling sensitive customer and company information.
• Working knowledge of mortgage servicing practices, regulations, investor guidelines, and servicing-related processes preferred.
• Proficiency with Microsoft Office applications and the ability to learn and navigate multiple systems, applications, and technologies.
• Ability to adapt to changing priorities and business needs while maintaining a high level of accuracy and productivity.