Customer Service Specialist

Description

Reports to: Chris Mezykowski

Supervisor Title: Customer Service Manager

Basic Description

The Customer Service Specialist is responsible for providing our internal and external customer’s excellent customer service and handling inbound and outbound calls/customer contact within the Servicing Department. Along with providing excellent customer service, researching customer inquiries, and collecting payments this position will also entail providing alternative workout options for borrowers who are unable to pay. This position may also encompass different tasks from other areas within the Servicing Department.

Responsibilities

• Ensures delivery of excellent customer service through fast and accurate communication and coordinating with other departments as needed to resolve inquires.
• Builds and maintain business relationship with our mortgage customers by providing prompt and accurate service to promote customer loyalty.
• First point of contact, responsible for answering and resolving inbound calls from our mortgage customers, Loan officers and or other departments.
• Perform outbound collection calls and/or create correspondence regarding agency specific loans: FNMA/FHLMC/FHA/VA/USDA.
• Researching and resolving routine to moderately complex problems and inquires.
• May generate reports and or complex project work as needed.
• Processing routine to complex customer transactions and account maintenance.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
• Written Communication - Writes clearly and informatively, Edits work for spelling and grammar.
• Responds to customer correspondence, types of letters, prepares forms, and other documents.
• Assists with annual escrow analysis and year end statements.
• Coordinates and processes payoff requests for various title companies or customers.
• Any other duties as assigned.
  
  

Requirements

Qualifications & Skills:

Must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Flat Branch expects characteristics that encompass strong work ethic, dependability, a team-oriented approach, and always maintaining a positive attitude.

Education

• 1-2 years of customer service experience, required
• 1-2 years of mortgage customer service and/or mortgage experience, preferred
• The equivalent combination of education, experience and training that provides the required knowledge, skills and abilities.
• Prolonged periods sitting at a desk and working on a computer.
  
  

Communication /Language Skills

Ability to speak, read and write in the English language; Spanish (or other languages) helpful. Ability to read and comprehend simple instructions, short correspondence and memos; write simple correspondence; and effectively present information in one-on-one and small group situations to customers, coworkers/peers, and other employees of the organization. Communicate through e-mail, good typing, spelling, and written communication skills are necessary.