Summary:

Research and resolve customer and/or authorized third party concerns including but not limited to escrow, payment application, credit bureau reporting, and payment changes. Communicate results of research in a timely manner via written correspondence to the Advocacy department.

Duties:

• Display a commitment to provide superior customer service and communicate effectively with customers and/or authorized third party entities, as well as co-workers and management team.
• Adhere to RESPA, FCRA, and GLBA guidelines and achieve Company standards for dispute resolution. Ensure written communication is professional, grammatically correct, and effective.
• Ensure that all research is complete, and issue is resolved the first time.
• Display the appropriate understanding of the Mortgage Industry and Company policies and procedures. Ability to conduct yourself within a professional manner and maintain the integrity of the Company at all times.
• Ability to identify issues and ensure that the response appropriately answers all of the issues in an accurate and professional manner.
• Ability to plan and organize workload to achieve 30 calendar day turnaround time requirements.
• React well under pressure and show initiative to act; look for and share new information as discovered; ask for help when needed.
• Examine and complete full research before requesting any corrections to customer's account and facilitate the completion of any corrections that are necessary.

Qualifications:

• S. Diploma or GED minimum required. Associate degree or equivalent business experience preferred. Strong Written and Verbal communication skills.
• Strong organizational and time management skills.
• Proven ability to handle stressful situations and effectively manage a high volume.
• Self-starter with proven decision-making skills.
• Established Customer Service Skills.
• Knowledge of mortgage laws and regulations required. Strong interpersonal skills. Ability to handle multiple tasks in a deadline driven environment.