Mortgage Servicing Customer Service Research Representative

Mortgage Servicing Customer Service Research

This position will provide support to mortgage officers and all other internal bank staff for customer escalated issues. This role will research escalated issues to provide a resolution. This position will handle overflow communication through all digital channels and escalated service issues from internal staff. This role will handle task requests to complete customer's request. This position will handle customer correspondence and payoff request. The incumbent processes, approved and communicates customer requests for escrow waiver, recasts, PMI waivers, research requests, complaints notice of errors, and request for information. This position participates in department projects when applicable.

Responsibilities

• Handle customer escalations calls from mortgage officers and internal staff and document any department notice of errors, customer complaints and request for information for servicing audits.
• Perform research to resolve customer or internal staff issues or questions.
• Process escrow waiver, recast, PMI removal requests. In addition, work with escrow and special loans on system changes.
• Process payoff request.
• Provide a written response to customer correspondence.
• Process communications such as emails and secured mail through our digital channels.
• Participate in team meetings.
• Perform special projects, additional duties and responsibilities as directed by the Mortgage Servicing Customer Service Research Manager.

Bell Bank Culture, Policy and Accountability Standards

• Know and live Bell Bank's values, bottom line, customer service standards, Golden Rules, and LOCBUTN by building personal connections with customers and employees and using their names as often as possible.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Code of Conduct, 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)
• 2-4 years of experience working in a core mortgage servicing system and customer service experience.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong organizational, research, analytical and problem solving skills.
• Ability to motivate others, work independently and demonstrate critical thinking skills and independent judgement.
• Ability to provide professional support and present a positive image of the department and the bank.