Mortgage Resolutions Spec II

About the Role

The Mortgage Contact Center Representative serves as the first point of contact for borrowers calling Old National Bank regarding mortgage servicing needs. This role provides exceptional customer service by handling inbound and outbound customer interactions, resolving routine and complex mortgage inquiries, educating borrowers on mortgage products and services, and ensuring timely issue resolution. The Representative works closely with internal partners to deliver accurate information, create positive customer experiences, and support the overall performance of the Mortgage Contact Center.

Key Accountabilities

• Customer Service & Call Handling: Manage inbound and outbound customer interactions related to mortgage servicing inquiries. Provide prompt, accurate, and professional service while maintaining a positive customer experience. Assist borrowers with questions regarding escrow accounts, payment transactions, adjustable-rate mortgage (ARM) changes, payoff requests, account maintenance, and other servicing matters. Demonstrate active listening skills to identify customer needs and provide effective solutions. Escalate complex issues to appropriate departments when necessary and ensure proper follow-up. Support customers with online banking access and mortgage account management within servicing platforms.
• Phone Performance & Service Delivery: Meet established contact center productivity, quality, and service level expectations. Effectively manage call volumes while maintaining quality standards and customer satisfaction. Accurately document customer interactions and account activity in servicing systems. Utilize available resources and knowledge tools to provide accurate and compliant information. Support departmental goals related to service levels, response times, and customer satisfaction metrics.
• Collaboration: Demonstrate flexibility and adaptability in a fast-paced contact center environment. Collaborate with team members, leaders, and business partners to resolve customer concerns. Share knowledge and best practices to support team success and continuous improvement. Participate in coaching, training, and development activities to enhance performance. Support organizational objectives by maintaining a team-first mindset and contributing to overall department success.
• Compliance & Risk Management: Adhere to all regulatory requirements, bank policies, and mortgage servicing procedures. Ensure customer interactions and account maintenance activities are performed accurately and compliantly. Protect customer information by following privacy, security, and authentication standards. Identify and escalate potential risks, errors, or customer concerns appropriately. Maintain knowledge of applicable mortgage servicing regulations and servicing requirements.

Key Competencies

• Strong customer service orientation and commitment to delivering an exceptional borrower experience.
• Excellent verbal and written communication skills.
• Ability to effectively manage customer conversations and de-escalate challenging situations.
• Strong problem-solving and critical-thinking skills.
• Ability to multitask, navigate multiple systems, and manage time efficiently in a high-volume environment.
• Adaptability and willingness to learn new processes and technologies.
• Strong attention to detail and commitment to accuracy.

Qualifications and Education Requirements

• Minimum of 1-2 years of customer service, call center, mortgage servicing, banking, or related experience preferred.
• Knowledge of mortgage servicing processes and terminology preferred.
• Strong computer proficiency with experience using multiple systems simultaneously.
• Working knowledge of Microsoft Office applications.
• High school diploma or equivalent required; additional education or mortgage-related certifications preferred.

Key Measures of Success

• Achievement of established Service Level, Average Speed of Answer (ASA), Adherence, and Quality goals.
• Consistent delivery of a positive customer experience and customer satisfaction results.
• Accurate and timely handling of customer inquiries and account maintenance requests.
• Compliance with all regulatory requirements and internal policies.
• Effective documentation of customer interactions and account activity.
• Ongoing development of mortgage servicing knowledge and contact center expertise.