We are looking for **Sr Mortgage Servicing Customer Care Coordinator**

**Location** **Description - External**

At Bank of the West, our people are having a positive impact on the world. Were investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve peoples lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, were a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.

**Job Description Summary**

Responsible for performing various mortgage servicing activities and provide support in assigned unit. Coordinates information among internal and external customers. Resolves complex and escalated servicing issues.

**Essential Job Functions**

* Monitors and answers phones as needed to assist with heavy call volume times.

* Responds to various complex servicing issues for internal and/or external customers.

* Receives and reviews incoming work, contacting appropriate resources as needed.

* Inputs, edits, distributes, corrects and/or verifies complex application and contract data.

* Maintains a thorough working knowledge of unit policies, procedures, standards and workflow.

* Resolves escalated issues from internal and external customers.

* Assists in identifying, recommending and implementing operational improvements.

* Assists with one-on-one training with newly hired employees and continuous training of existing staff as needed assist with system testing and upgrades.

* Participates in appropriate performance-management related tasks by assisting supervisor in assigning workflow, compiling departmental stats, and monitoring call volumes to ensure staff is designated appropriately.

**Other Job Duties**

* Performs other duties as assigned.

**Required Experience**

* Requires advanced knowledge within a specific discipline typically gained through extensive work experience and/or education.

* Requires 5 years minimum mortgage servicing experience.

* May require vocational or technical education in addition to prior work experience.

**Education**

* High School Diploma or GED Required

**Skills**

* Complete knowledge of the products, policies and processes that related to unit assigned.

* Complete knowledge of banking operations.

**Equal Employment Opportunity Policy**

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations. **Primary Location:** United States-Arizona-Tempe **Job Type:** Full-time **Job:** Mortgage **Reference:** 059604 * **Your Privacy**

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