Customer Service Representative l

About the role

Dovenmuehle Mortgage, Inc. is seeking a Customer Service Representative I to join our team. This full-time, non-exempt position offers 40 hours per week with potential overtime opportunities.

Responsibilities

• Maintain availability to answer inbound calls daily, addressing various and complex inquiries concerning loan servicing.
• Appropriately refer inquiries and research requests to the applicable department or staff member.
• Verify and change account information, process, and forward documentation requests to various internal departments.
• Resolve and explain billing issues, verify tax and insurance disbursements, and submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.
• Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
• Document all activity timely and accurately in appropriate databases.
• Represent “Private Label” clients by using organizational names accurately when interacting with their customers.
• Comply with the Code of Conduct and successfully complete annual regulatory training requirements.
• Absorb and communicate ideas for improved workflow, enhanced automation, and increased service levels.
• Successfully complete annual regulatory compliance training.
• Perform other related duties as assigned.

Requirements

• 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.

Qualifications

• Knowledge of loan processing systems.
• College degree or mortgage industry experience equivalent.

Skills

• Excellent communication skills.
• Attention to detail.
• Problem-solving abilities.
• Ability to handle multiple tasks simultaneously.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401(k) Plan with company match.
• Paid Vacation, Sick, Personal and Holidays.

Pay

Compensation is commensurate with experience.

Schedule

Full-time, 40 hours per week.