GDH Consulting is hiring a highly skilled and motivated Mortgage Customer Service Agent to receive customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable-rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans. This requires working knowledge of all areas related to mortgage loan servicing. Agents are expected to have professional telephone etiquette and the ability to multi-task while on call to resolve complex problems relating to the above areas. Agents are expected to handle 80 to 100 calls per day. This position has established performance standards and goals consistent with inbound call center key performance indicators.
Essential Duties:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals to perform the essential functions.
Resolves a variety of simple to complex customer problems (i.e.; payments, escrows accounts, loan acquisitions, address/name and social security changes, speed pay, refinancing, release of mortgage filing, insurance coverage, tax payments, PMI/MIP requirements, delinquency, and all other activity regarding mortgage loans) for customers, often under difficult and/or stressful circumstances.
Must maintain a high level of control and professionalism while objectively dealing with customers' requests.
Uses available resources for problem resolution, which may involve analysis of information received from other company areas or other divisions.
Expected to alert customers to refinance opportunities if current interest rates are favorable and transfer to their LO by using portal. Normally operates independently, although supervisory resources are available.
Establish and maintain effective and cooperative working relationships with peers and departments with whom the collection goal intersects. Participate in team meetings.
Provide excellent customer service to external and internal customers.
Meet defined department goals and activity metrics including AHT, QA, and Contribution.
May perform other duties as assigned.
Skills:
Working knowledge of FHA, VA, FHLMC, FNMA and conventional loan servicing
Working knowledge of escrow analysis techniques and mortgage loan documentation procedures
Basic math skills (addition, subtraction, multiplication, division)
Working knowledge of PC, spreadsheet and word processing software
Basic knowledge call center operations or retail sales/service environment
MSP experience
Excellent problem-solving and conflict resolution skills
Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues, and gaining information by asking appropriate questions
About GDH:
At GDH, we believe in the power of people and the importance of caring. Our culture statement, "We care about people," isn't just a tagline - it's the core of everything we do. GDH is a premier staffing and talent solutions company dedicated to helping businesses find the best talent and assisting job seekers in finding their dream jobs.
Who We Are:
GDH, founded in 2001, has grown into a leader in providing staffing solutions across various industries. We specialize in IT across several sectors, connecting top talent with leading enterprises. As a Best of Staffing firm recognized for excellence in client, employee, talent, and women's services, we pride ourselves on our commitment to quality and service.
Benefits of Working for GDH:
Professional Development
Competitive pay
Full health insurance
401k Plan
Holiday Pay
Gym Membership Reimbursement
Weekly Paycheck & Direct Deposit
& More!
GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.
Please visit our notice of collection for California applicants.
