Bank of England Mortgage

Mortgage Customer Service Representative

Job Description

Typical business work hours are 8:00 A.M. to 5:00 P.M. Monday through Friday, some over-time may be required. As the Mortgage Customer Service Representative, you will be expected to demonstrate a sense of urgency, willingness to work closely with others, and be part of a team whose primary focus is service to our customers as you will be their main point of contact. This is a nonexempt position.

Purpose:

The Mortgage Customer Service Representative is responsible to handle all customer related communication activities including telephone calls and written correspondence. The representative will also assist in maintaining servicing tracking reports, input fields for new loans, follow-up for missing or inaccurate mortgage servicing set up data and PMI/MIP information, perform escrow data integrity audit on new loans, and perform escrow analysis as required in order to provide support to both internal and external customers.

Essential Functions & Duties:

• Answer incoming phone calls from customers to answer general inquiries, initial complaints, and counseling borrowers on past due payment options
• Answer emails, prepare payoff statements and Request for Verification of Mortgages
• Documents and updates the system on all conversations and correspondence
• Maintains compliance with all compliance standards including FDCPA, ECOA, privacy and relevant state laws 
• Assists customers with general inquires with their escrow accounts that includes taxes and insurance
• Efficiently navigate through multiple servicing related systems and platforms
• Assist with customer incoming calls. Provide support services for customer contact (internal and external) regarding payments, balances, insurance and taxes disbursements, escrow analysis questions, and payoffs.
• Assist in the in the review of system generated reports for escrow analysis, and answer customer questions regarding changes to monthly payment due to analysis. 
• Organizational skills with ability to prioritize and manage multiple tasks at the same time.
• Demonstrate effective and strong listening skills, verbal/speaking communication skills with the ability to effectively communicate in writing to principals, executive management, non-management personnel, vendors and customers.
• Honesty and integrity in dealing with others and accountability in standing behind your work; initiative and self-motivation in serving the client, getting the job completed thoroughly and on time; ability to listen to others and understand their needs; confidence in yourself and enthusiasm regarding your service. 

Education & Experience Requirements:

• High School Diploma or GED equivalent required, some college preferred; B.S. Degree desired.
• Proficient skills with MS Office, Excel and Mortgage Industry Loan Servicing Software (Servicing Director (Interlinq, Harland, D H, Finastra) experience preferred.
• Minimum of 2 years work experience in mortgage loan servicing or other financial services job or call center experience. 
• Knowledge of Fannie Mae, Freddie Mac, VA, HUD, Ginnie Mae, MERS and investor servicing guidelines and government requirements.
• Knowledge of all Consumer Financial Protection Bureau (CFPB), Federal and State regulatory compliance requirements that apply preferred.
• Excellent customer service skills; written and oral communication skills and ability to demonstrate control, flexibility and maintain quality and high productivity when dealing with customers and changing work demand.
• Must be detail-oriented, organized with excellent vocal and written communication skills. Strong math and calculation skills required.
• Must have ability to multi-task and operate in a high-volume, fast-paced environment.
• Must be able to perform essential responsibilities with or without reasonable accommodation.
• Multiple language skills are a plus.

Required Abilities – We are an ADA employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position.

• Ability to occasionally move about inside the office to access files, office machinery, ascend/descend stairs/ladder or to stoop, crouch or kneel to pull boxes from shelving.
• Position requires person to be able to remain in a stationary position 80% while performing the essential functions of this job. The employee is frequently sitting or standing.
• While performing the essential functions of this job, the employee is frequently required to stand, walk, sit, use hands to finger, speak and hear; read and write; keyboard; push, pull, move and/or lift up to 20 pounds.
• Ability to operate office equipment of varying heights, sizes and positions by reaching, handling, fingering, bending, stooping, kneeling and feeling.
• Ability to obtain documents, files, and supplies of varying sizes, heights and weights by reaching, handling, stretching, lifting, bending, climbing, stooping, kneeling and feeling.
• Ability to effectively exchange information in a verbal, visual and written fashion.
• Ability to apply common sense understanding in order to problem solve by analyzing, observing, and prioritizing.
• Ability to read materials and identify relevant details; judge accuracy and appropriateness.
• Ability to effectively interact with others, including but not limited to internal and/or external customers, members of management and vendors.
• Ability to work a regular, predictable schedule.
• Ability to establish and maintain effective good working relationships with fellow employees, branch management, corporate management, clients and the general public.