Customer Service Specialist

Description

The Customer Service Specialist is responsible for providing our internal and external customers excellent service and handling inbound and outbound calls/customer contact within the Servicing Department. This includes researching customer inquiries, collecting payments for mortgage accounts, and performing various tasks across the Servicing Department.

Responsibilities

• Ensures delivery of excellent customer service through fast and accurate communication and coordinates with other departments as needed to resolve inquiries.
• Builds and maintains business relationships with mortgage customers by providing prompt and accurate service to promote loyalty.
• Acts as the first point of contact, answering and resolving inbound calls from mortgage customers, loan officers, and other departments.
• Performs outbound collection calls and creates correspondence regarding agency‑specific loans (FNMA, FHLMC, FHA, VA, USDA).
• Researches and resolves routine to moderately complex problems and inquiries.
• Generates reports and/or completes complex project work as needed.
• Processes routine to complex customer transactions and account maintenance.
• Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Communicates orally with clarity and persuasiveness in both positive and negative situations; listens and obtains clarification.
• Writes clearly and informatively; edits work for spelling and grammar.
• Responds to customer correspondence, prepares letters, forms, and other documents.
• Assists with annual escrow analysis and year‑end statements.
• Coordinates and processes payoff requests for title companies or customers.
• Performs any other duties as assigned.

Requirements

• Must be able to perform each essential duty satisfactorily; requirements represent the knowledge, skill, and ability needed.
• Strong work ethic, dependability, team‑oriented approach, and a consistently positive attitude.
• 1–2 years of customer service experience (required).
• 1–2 years of mortgage customer service and/or mortgage experience (preferred).
• Ability to sit for prolonged periods at a desk and work on a computer.
• Ability to speak, read, and write in English; Spanish or other languages are 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.
• Proficient written communication skills, including good typing, spelling, and email etiquette.