What are the responsibilities and job description for the Customer Service Rep - Mortgage Services position at IT Accel, Inc.?
Onsite | Wayne, NJ 07470
6-Month Contract
Position Summary:
The Customer Service Representative will serve as the main point of contact for mortgage loan customers, handling inquiries, payments, and account-related communications. This role requires strong attention to detail, clear communication, and a commitment to providing an excellent customer experience.
Key Responsibilities:
Monday to Friday, 8:00 A.M. - 4:30 P.M. (½-hour lunch). Additional hours may be required to meet business needs.
6-Month Contract
Position Summary:
The Customer Service Representative will serve as the main point of contact for mortgage loan customers, handling inquiries, payments, and account-related communications. This role requires strong attention to detail, clear communication, and a commitment to providing an excellent customer experience.
Key Responsibilities:
- Respond promptly and professionally to borrower, attorney, settlement agent, and internal staff inquiries regarding billing statements, payment postings, payoff requests, and general loan information.
- Prepare accurate payoff and amortization statements in a timely manner.
- Review and explain escrow analysis statements (initial and annual) to borrowers.
- Address questions related to property taxes, insurance, and loan servicing.
- Investigate and resolve customer service complaints and issues.
- Process borrower telephone payments (speed pay) efficiently.
- Maintain a high level of customer satisfaction through exceptional service delivery.
- Ensure compliance with all applicable federal regulations, including BSA, USA PATRIOT Act, and OFAC requirements.
- Complete mandatory compliance training and report any suspicious activities to the appropriate department.
- Collaborate with team members to achieve departmental goals and support company initiatives.
- Perform other duties as assigned by management.
- General understanding of mortgage servicing functions.
- Strong analytical, reconciliation, and problem-solving skills.
- Excellent communication, organization, and time management abilities.
- Ability to work independently and exercise sound judgment.
- Proficient in Microsoft Office Suite and general computer applications.
- Required: High School Diploma or GED; at least 2 years of customer service or call center experience.
- Preferred: Previous mortgage servicing or financial services experience.
Monday to Friday, 8:00 A.M. - 4:30 P.M. (½-hour lunch). Additional hours may be required to meet business needs.