Client Analyst II

Job Description

Job Description

Client Analyst II

Full time; Non-Exempt; 40 hours/week; Overtime as required.

Location; Lake Zurich, IL, US

Department: Foreclosure

Dovenmuehle Mortgage, Inc. (“Dovenmuehle”) is the leading mortgage subservicing firm in the United States with several hundred financial institution clients nationwide.

General Description:

Reviews, analyzes, and responds to all client/homeowner correspondence, web inquiries, client tasks, and calls. Reports to Supervisor.

Essential Functions and Duties:

• Analyze, research, and resolve complex client/customer issues as received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks; provide timely and accurate responses to clients/customers as appropriate and in compliance with regulatory guidelines.

• Research, open items and resolve high-priority issues, navigating and escalating the issue through the appropriate departments and response teams.

• Document the servicing system by using the tasking application and following organizational guidelines for system documentation.

• Provide written confirmation and documentation of completed research and outcomes and respond to borrower complaint correspondence per regulatory guidelines.

• Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues.

• Train new team members.

• Actively participate in identifying process improvement opportunities within the department.

• Proactively alert management when established KPI minimums are not being met.

• Comply with the Code of Conduct and successfully complete the annual regulatory training requirements.

• Additional duties as assigned.

Required Qualifications:

• High School diploma or equivalent.

• 3+ years’ Mortgage Banking or related industry experience, particularly in customer service or research capacity.

• Proficient skills in typing, spelling, grammar, sentence structure, and proofreading.

• Solid PC skills: Proficient with Microsoft applications and loan servicing platforms.

• Strong analytical and problem-solving skills and attention to detail/accuracy.

• Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment.

• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely.

• Outstanding customer service skills, including conflict resolution management.

Preferred/Other Qualifications:

• College degree or mortgage industry experience equivalent.

• Knowledge of mortgage servicing laws and regulations.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.

• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.

• 401 (K) Plan with company match

• Paid Vacation, Sick, Personal and Holidays

Physical Demands and Work Environment:

The employee must be comfortable in either an on-site office setting, or a quiet, designated work from home space that is free from distractions and noise. The employee is regularly required to communicate (give/receive) information through multiple methods of communication with clear understanding from others. Must be able to exchange accurate information in these situations.

The employee must be able to remain in a stationary position and/or move about the organization or remote office. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle, or feel and reach. May occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. Employees may be required to type and utilize a computer for long periods of time.

The employee may be required to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones. The noise level, if working on-site, is usually moderate and typical of an office environment.

In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable an employee with a qualified disability to satisfactorily perform the essential functions of the job.