Customer Support Specialist

Company: Union Home Mortgage
Location: Strongsville
Posted on: January 12, 2022

Job Description:

Responsible for providing prompt and accurate responses to servicing inquiries and concerns, both internal and external. -The Customer Support Specialist will communicate with -borrowers in a call center environment -to resolve loan inquiries with high customer satisfaction.

• Handles multiple aspects of servicing including customer service and delinquent loan resolution
• Training will be provided for several subject matters specific to mortgage servicing.
• Experience preferred but not required to discuss topics to include the following subjects:
  • Escrow Inquiries on running balance and disbursement transactions
  • Hazard and Flood Insurance activities, payments and disbursements
  • Real Estate Tax payments
  • Annual Escrow Analysis inquiries
  • Processing debit transactions for borrower loan payments
  • Assistance with web portal setup and maintenance
  • Performing payoff quotes
  • Conduct research as required to timely resolve customer inquiry within department SLA
  • Ability to de-escalate customer excitement to provide a superior customer experienceEnsures that services are delivered professionally and efficiently with prompt problem resolution Maintains current knowledge of all policies, procedures and other documentation for servicing products
  • Answer general mortgage servicing questions via phone, email, or other technology that is engaged to service customers Update internal system(s) of record regarding status of loans
  • And additional responsibilities as assigned
    • Mortgage Loan Servicing experience is preferred.
    • 1+ years of call center experience
    • Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint.
    • Learn and understand the subjects about homeowners' experience throughout the annual cycles of mortgage servicing from post-loan origination through payoff.
    • Good written and verbal communication skills
    • General mathematical abilities up to and including reconciling simple math transations.
    • - -This employer participates in E-Verify. If hired, the employer will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Keywords: Union Home Mortgage, Strongsville , Customer Support Specialist, Other , Strongsville, Ohio