Customer Service Rep - Mortgage Services

Responsibilities

• Aid borrowers, attorneys, settlement agents, VNB collection staff, and other VNB staff with billing statement and payment posting inquiries, payoff requests, and general loan information.
• Support the Payoff/Satisfaction Department in preparing payoff statements for borrowers, settlement agents, and VNB Closing Department.
• Thoroughly review and analyze initial and annual escrow statements for borrowers.
• Create and maintain amortization schedules.
• Address and resolve basic tax and insurance inquiries.
• Investigate and resolve customer service complaints.
• Handle borrower telephone payments using speed pay.
• Offer exceptional customer service to mortgage borrowers.
• Assist other areas within the Department as necessary.

Required Skills

• Basic understanding of the mortgage servicing department functions.
• Proficiency in arithmetic operations (add, subtract, multiply, divide).
• Ability to compose professional correspondence.
• Capable of making independent decisions and managing multiple tasks effectively.
• Strong analytical and reconciliatory abilities.
• Skilled in using various computer applications such as email, databases, word processing, spreadsheets, graphics, etc.
• Effective communication via telephone.

Required Experience

• High school diploma or equivalent.
• At least two years of prior customer service or call center experience.
• Mortgage servicing experience is preferred.