Customer Service Representative

Customer Service Representative

A reputable loan portfolio servicing agency has an immediate career opportunity for an experienced Customer Service Rep to join their Baltimore team. Responsibilities include handling incoming customer service inquiries, assisting borrowers with website access and questions, delivering exceptional service to external and internal customers, processing borrower check-by-phone requests, responding to borrower correspondence and requests, responding to inter-office requests for information on loans, processing department incoming mail and faxes, logging and responding to qualified written requests, and adhering to timelines established based on the customer needs and department workflow. Additional expectations include providing a professional example, accuracy, and consistency in work performance, communicating in a courteous manner, keeping management informed of pertinent information, maintaining the quality and integrity of the services provided by the department, and supporting the overall goals of the company.

Requirements include a high school diploma or equivalent, 1-2 years of call center and/or mortgage loan servicing experience, excellent customer service/communication skills with an emphasis on professionalism, knowledge of MS Windows, Outlook, Word, and Excel, strong oral skills to effectively communicate professionally with clients, borrowers, and staff of various levels, the ability to multi-task in a fast-paced environment, strong organizational and follow-up skills with the ability to prioritize, bilingual (English and Spanish) preferred, and a strong comfort level with technology, including the ability to adapt to new systems quickly and easily. Physical requirements include talking, hearing, repetitive motion, vision, and physical strength.