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)
Responsible for providing first call resolution, fully resolving disputes, and performs root cause analysis
Researches and resolves customer issues/inquiries via the phone, email and written correspondence
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 agreements on a daily basis
Collaborates with internal resources to provide solutions to customers
Responsible for process improvements 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.
Internal - All internal departments throughout the company, primary focus on servicing areas: Client Relations, Cash Management, Payoffs, Default, Insurance, Tax, Special Products, Exception Processing
Qualifications:
Associate's degree and/or combination of post secondary education and experience
3-4 years of experience in industry, call center environment and/or customer service
General mortgage banking knowledge
Meet performance metric requirements for 12 months (including tasks and emails).
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
