Customer Service Representative l
$36,400,000–$40,560,000 year
On-siteLake Zurich, Illinois, United States
Job Summary
Answer inbound calls from borrowers, third parties, and clients regarding loan servicing inquiries, escalated issues, and billing or tax/insurance disbursements. Verify and change account information, process loan payments, submit requests for loan payoff, transfers, and lien releases, and prepare correspondence for all stakeholders. Maintain daily availability to handle a minimum of 75 incoming calls with a 90% quality score while documenting all activity in appropriate databases. Assist with outbound telephone projects and identify workflow improvements. Maintain knowledge of current policies for Private Label clients and complete annual regulatory training.
Required Qualifications
- High school diploma or equivalent.
- 1+ years in a high-volume call center.
- Solid PC skills: Proficient with Microsoft applications and mortgage servicing platforms.
- Strong analytical and problem-solving skills and attention to detail/accuracy.
- Ability to handle complex, multiple tasks simultaneously in a fast-paced 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 an ability to explain complex matters to customers clearly and concisely.
- Must be able to exchange accurate information in situations involving multiple methods of communication.
- Must be able to remain in a stationary position and/or move about the organization or remote office.
- Must be able to sit; use hands to type, write, handle, or feel and reach.
- Must be able to occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs.
- Must be able to frequently operate a standard variety of office equipment including computers, calculators, copy machines, computer printers and phones.
Desired Qualifications
- Knowledge of loan processing systems.
- College degree or mortgage industry experience equivalent.
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