Member Service Specialist (HYBRID/REMOTE)

Member Service Specialist

Job Details

Job Location: Grand Rapids - Kentwood, MI

Description

Member First Mortgage is seeking a Member Service Specialist to join our growing Servicing team, working hybrid or fully remote in Grand Rapids, MI. This is an excellent opportunity to join our award-winning team which has been recognized as Best and Brightest companies to work for in the nation! In this role you will be responsible for providing skilled telephone and electronic support services to the Servicing Department by answering incoming phone calls and emails and handling borrower requests and issues.

Founded on the credit union philosophy of 'People Helping People', we have become the trusted full-service mortgage provider to over 200 credit unions across the U.S. This philosophy, along with our core values of honesty and integrity, make careers with Member First Mortgage dynamic and rewarding through our friendly and family-oriented culture that is dedicated to the growth and success of our employees.

Benefits We Offer:

• Generous and competitive healthcare packages
• Employer paid short-term and long-term disability
• Employer paid Life Insurance
• 100% Employer paid Vision
• 401K Plan with match
• 20 days PTO - no waiting periods!

• Fun, laid back, and collaborative team environment.

Responsibilities:

• Answers incoming phone calls and responds to member emails and voicemails. Responsible for any in-person questions that come up as well. Handles through to completion member questions on payments, information changes, etc. according to established department policies and procedures. Addresses member complaints and/or issues, escalating as appropriate. Forwards any specialized questions to the appropriate staff member. Provides timely feedback to the company regarding service failures or customer concerns.
• Processes inbound servicing mail and other member contact information discrepancies.

Experience: One to three years of similar or related experience.

Education: A high school education or GED

Other Skills:

• Strong relationship-building and customer service skills.
• Knowledge of customer service principles and practices.
• Ability to listen and communicate clearly and effectively, both verbally and in writing.
• Attention to detail.
• Call Center experience
• Mortgage Servicing experience
• Solid time management skills with the ability to organize, prioritize, and perform multiple tasks simultaneously.

Physical Requirements: While performing the duties of this job, the employee is regularly required to sit, stand, and walk. The employee must occasionally lift and/or move up to 10 pounds. The employee is frequently required to spend extended hours in front of a computer screen, manual hand and finger coordination to operate a keyboard and other input devices, to speak in and listen carefully on the telephone.

Work Environment: While performing the duties of this job, the employee regularly works in a remote and/or in office setting. Monday – Friday, 8:30am-5pm. One day per week 10am-6:30pm.

If you are looking for a company that is dedicated to your success and is ethically motivated to provide exceptional member service, we encourage you to apply!