Mortgage Customer Service Agent, Irving TX
Gdh Consulting, Inc.

Job Info

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Mortgage Customer Service Agent, Irving, TX

Job Description

The Mortgage Customer Service Agent is the primary point of contact for mortgage loan customers. Responsible for receiving customer contact inquiries via the inbound phone system. The calls routed to Customer Service are inquiries related to payment applications, principal curtailments, tax and insurance disbursements, escrow analysis, assumption, adjustable rate mortgages, payoff statements, and all other inquiries regarding current mortgage loans. This requires working knowledge of all areas related to mortgage loan servicing. Agents are expected to have professional telephone etiquette and ability to multi-task while on call in order to resolve complex problems relating to the above areas. Agents are expected to handle 80 to 100 calls per day. This position has established performance standards and goals consistent with inbound call center key performance indicators.

Essential Duties:

* To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals to perform the essential functions.

* Resolves a variety of simple to complex customer problems (i.e.; payments, escrows accounts, loan acquisitions, address/name and social security changes, speed pay, refinancing, release of mortgage filing, insurance coverage, tax payments, PMI/MIP requirements, delinquency, and all other activity regarding mortgage loans) for customers, often under difficult and/or stressful circumstances.

* Must maintain high level of control and professionalism while objectively dealing with customers' requests. Uses available resources for problem resolution, which may involve analysis of information received from other company areas or other divisions.

* Expected to alert customers to refinance opportunities if current interest rates are favorable and transfer to their LO by using portal. Normally operates independently, although supervisory resources are available.

* Establish and maintain effective and cooperative working relationships with peers and departments with whom the collection goal intersects. Participate in team meetings.

* Provide excellent customer service to external and internal customers.

* Meet defined department goals and activity metrics including AHT, QA, and Contribution.

* May perform other duties as assigned.

Skills:

• Working knowledge of FHA, VA, FHLMC, FNMA and conventional loan servicing

• Working knowledge of escrow analysis techniques and mortgage loan documentation procedures

• Basic math skills (addition, subtraction, multiplication, division)

• Working knowledge of PC, spreadsheet and word processing software

• Basic knowledge call center operations or retail sales/service environment

• MSP experience

• Excellent problem-solving and conflict resolution skills

• Excellent verbal communication skills; effectively and courteously providing customer information, resolving issues, and gaining information by asking appropriate questions

GDH provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran's status or any other category protected by law. In addition to federal law requirements, GDH Consulting, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or employees. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits and training. Applicants with disabilities that require an accommodation or assistance in applying and/or for interviewing, please contact our HR Department.

Please visit our notice of collection for California applicants.

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