Customer Research Spec I

Summary

The Specialist, Cust Rsrch I is responsible for the processing of Customer Care related tasks including but not limited to: processing some aspects of borrower incoming and outgoing correspondence; assist in the generation of system related letters and notifications; and research processes for Customer Care.

Essential Job Functions

• Reviewing and fulfilling requests for loan documents
• Processing incoming and returned mail
• Complete third party authorization requests
• Complete verification of mortgage requests
• Create standard payoff statements
• Respond to some written correspondence
• System updates for name and address changes
• Processing ACH requests
• Maintain regular and punctual attendance

Other Related Duties

• Performs other related duties as assigned.

Knowledge, Skills, and Abilities Requirements

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations made to enable individuals with disabilities to perform the essential functions of the job.

Writing Skills

• Experience in written communication, including, but not limited to customer correspondence and internal communications.

Education and/or Experience

• High School Diploma required
• Some College/Associates Degree or equivalent from two-year College or Technical School preferred
• One (1) year related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to apply common sense understanding to carry out detailed but uninvolved written oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Customer Service Relationships

• Requires moderate interpersonal and communication skills to ensure that customer requests or needs are met.
• Acknowledges and clarifies customer inquiries, requests, or complaints to ensure that needs are identified, documented and addressed.

Work Complexity

• Tasks are multiple and focus more on single processes.
• Work is sometimes standardized and sometimes varied.

Work Environment

• Work performed in a typical interior work environment, which does not subject the employee to any hazardous elements.