The Customer Relations Department is responsible for ensuring a positive, memorable customer experience to all customers as the point of contact and continuing throughout the follow-up and resolution processes. Customer Relations Specialist promptly and courteously answers all incoming phone calls. Specialists resolve customer complaints by listening to determine the cause of the problem; select and explain the best solution to solve the issue; follow-up to ensure resolution and customer satisfaction. Specialists complete and review daily, weekly, and monthly reports ensure completion of tasks and maintain regulatory compliance.
*High School diploma or GED required; college degree preferred in a business related field
*Minimum of 1 year previous Customer Service experience required
*1 year Mortgage Servicing or Banking experience preferred
*Knowledge of loan documents preferred
*Must be able to manage time efficiently, prioritize tasks, and coordinate multiple and changing priorities in a demanding environment
*Ability to work independently with minimal supervision in a team setting is required
*Must have excellent telephone, written, and verbal communication skills
*Must have a sense of urgency in providing knowledgeable and prompt assistance to customers
*Must have strong propensity for detail, accuracy, and confidentiality
*Must have excellent mathematical, analytical and problem solving skills
*Must be professional and courteous with internal and external customers
*Must be able to remain calm under pressure
*Working knowledge of Windows and Microsoft Office applications
*Must be able to type accurately at 25-30 wpm
~Specialists receive, assign and process daily mail.
~Thoroughly review, follow-up, notate, and respond to customer inquiries in a timely and accurate manner within compliance and investor guidelines.
~Ensure adequate phone coverage in the department at all times.
~Comply with bank, regulatory and investor requirements regarding all functions of the Customer Relations Department.
~The Specialists reports to the Customer Relations Manager and may be expected to assist other Customer Relations Specialists, management, and/or other departments on a regular basis.
~Review, interpret and understand a loan payment history, to explain to a customer or review for issues.
~Review and complete request for customers, including but not limited to PMI/MIP deletions, escrow deletions, interest calculations, and escrow analysis.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.