Customer Service Representative 1 - General

Customer Service Representative I - General

Job Description

FLSA Status: Non-Exempt

Reports To: Director of Mortgage Servicing & Loss Mitigation

Primary Purpose of Position

Deliver prompt and professional solutions for customer inquiries. Research, prioritize and resolve customer issues in a timely and accurate fashion. Provide administrative support along with clerical tasks that aid the daily servicing operation.

Duties and Responsibilities

· Answer incoming telephone calls to resolve customer inquiries in a friendly and professional manner

· Act as an Online Account Specialist to assist borrowers with the CUSO Servicing web product.

· Monitor and set-up Construction Loans converting to long term financing.

· Set-up and monitor funding of Service Released loans, forward payment received if applicable.

· Set-up HPML and Secondary Market closed loans.

· Set-up Credit Union residential closed loans.

· Backup coverage for the front desk.

· Data input of all payments received in a timely manner to include; Check, Cash, Wire, ACH, Episys, CUSO Website, Checkfree and MARS.

· Extract and import files for ACH, Episys and Web payments from applicable web portals.

· Process returned payments.

· Monitor the Principal Reductions with a Payment Due, Suspense Funds Report and Principal Payment Made with Fees Outstanding, for mis-postings.

· Mail daily notices to borrowers.

· Open, identify and scan insurance mail.

· Prepare and review partial and full year analysis of escrowed accounts.

· Respond to customers inquiries either written or verbal as outlined in the Error Resolution and Responding to Inquiries Policy and CUSO Service Standards.

· Develop a positive relationship with all co-workers, credit union personnel, investors and borrowers.

· Perform other duties and special projects as assigned by management.

Knowledge and Skill

· 2 years’ experience in banking, mortgage or finance preferred

· Ability to handle fast paced working environment.

· Customer service experience.

· Excellent interpersonal, writing, and oral communication skills.

· Positive attitude and willingness to help others.

· Ability to work as a team member and as an individual.

· Strong time management and organizational skills.

· Proficient in utilizing Microsoft Office software

Physical Requirements

· Use of standard office equipment (telephone, copier, fax, personal computer and so on) is required on a daily basis.

· Work requires the use of a video display terminal (VDT) and application of manual dexterity and eye-hand coordination (basic keyboarding).

· Reading documents for general understanding (correspondence & memos) is often required, as well as reading documents for analytical purposes (appraisals and technical reports).

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.

Pay: $17.40 - $26.10 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Work Location: In person

Salary : $17 - $26