Job Function/Purpose: 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. Qualifications: 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 Principal Activities/Objectives: 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. Note: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.