Customer Service Representative - Loan Processing

Summary of Position

The Call Center Customer Service Representative/Loan Processor provides superior effective customer service to customers. Assures accurate information has been provided to process loans properly. The Customer Service Representative/Loan Processor requires a solid understanding of integrity and demonstrates ethical behavior. This position has access to critical, sensitive, corporate systems and company & customer information.

Essential Roles/Responsibilities

• Handles high volume of Inbound/Outbound customer service calls for Loan Processing
• Obtains necessary information to process and complete loan files
• Examines documents to ensure accuracy and compliance with existing underwriting guidelines.
• Fulfills customer needs to ensure customer satisfaction
• Demonstrates basic knowledge of lending services and practices
• Other duties as assigned

Education Requirements

• Required: High School Diploma or GED
• Preferred: Some college

Qualifications

Required: Experience with the following computer software: Microsoft Word, Excel, PowerPoint

Preferred: 2 years of customer service and/or loan processing experience; experience with outlook exchange, the Internet, loan processing systems, Tran, LiveVox, Veritrac, and Ideology

Knowledge, Skills and Abilities

• Integrity The ability to exercise good business ethics and honesty
• Excellent sales and customer service skills.
• Excellent verbal and written communication skills
• High ability to multi-task
• Ability use multiple computer programs at same time
• High ability to retain information

• Phone Etiquette- always demonstrates excellent phone etiquette and a pleasant phone demeanor
• Product Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position
• Critical Thinking/Problem Solving - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems

Behavioral Attributes

• Dependable and reliable
• Motivated by goals
• Teachable/coachable, able to accept feedback/criticism
• Attentive
• Independent

Physical Demands

While performing the duties of the job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to move; manipulate, handle, or feel objects, tools, or controls; and reach objects or devices. Must be able to occasionally lift up to 5 lbs. Must be able to work with a moderate noise level office atmosphere.

Work Environment

The position is required to physically work at the MHA Systems office in Bismarck, ND.

This position description is a general description of the essential job functions. It is not intended to describe all duties someone in this position may perform. All employees of MHA Systems are expected to perform tasks as assigned by management, regardless of job title or routine job duties.