The Mortgage Servicing Professional is responsible for handling all levels of mortgage servicing calls in a blended environment (inbound and outbound), efficiently, professionally and in a courteous, friendly manner. These positions are responsible for executing excellent listening, problem resolution and communication skills (verbal/written).
Responsibilities:
Handles all levels of mortgage servicing inquiries (i.e. payments, escrow analysis, insurance and tax)
Trains on escalation line with the ability to professionally address Level 2 complaints
Handles complex servicing inquiries/complaints
Researches and resolves borrower and client complaints, which require in depth research and provide written explanations of research problems/resolutions, while ensuring borrower satisfaction
Ability to work in a fast paced, structured environment adhering to key performance metrics with high emphasis on quality and productivity
Promotes products and services with focus on customer satisfaction and retention
Responsible for working to meet individual and team goals for service level
Collaborates with internal resources to provide solutions to customers
Participates in client culture visits
Serves as a mentor to new hires
Responsible for process improvement in daily duties.
Completes other duties and projects as assigned by the supervisor/manager
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Interface:
External- Mortgagors, Insurance Agents, Title Insurance Reps, Tax Collectors, Investors,
Internal-Tax Department, Insurance Department, Cash Management Department, Collections Department, Special Products Department , Payoff Department
Qualifications:
Bachelor's degree preferred and/or combination of higher level education and relevant experience
Minimum of 4 years of experience in industry and/or call center environment
Loan servicing knowledge
Meet performance metric requirements for 24 months
Successful completion of leadership and escalation line training programs
Strong work ethic including strict adherence to work schedule times and deadlines
Flexibility and ability to adapt to change quickly
Ability to work with all levels of management
Strong interpersonal relationship skills
Strong written and verbal communication skills
Excellent listening skills
Strong problem resolution skills
Must be able to work nights and weekends; variable schedule(s) as necessary
Candidates will be assessed based on relevant skills and experience
It is critical that you have an understanding of the following:
Requirements under Telephone Consumer Protection Act, specifically Exemptions and Other Provisions
Requirements under Regulation E (Electronic Funds Transfer Act), specifically, Coverage, Initial Disclosures and Preauthorized Transfers.
Requirements under Regulation Z (Truth in Lending Act), specifically Prohibited Acts or Practices and Certain Requirements for Credit Secured by a Dwelling
Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Mortgage Servicing Transfers
Requirements under Regulation V (Fair Credit Reporting Act), specifically Reasonable Policies and Procedures Concerning the Accuracy and Integrity Furnished Information.
Requirements under Regulation X (Real Estate Settlement Procedures Act), specifically Requests for Information and Escrow Accounts
Requirements under the Homeowners Protection Act, specifically, Cancellation and Termination of Private Mortgage Insurance (PMI): Non-High-Risk Residential Mortgage Transactions
Requirements under the Service member Civil Relief Act, specifically Notification of Being Called for Active Duty
