The MortgageCustomer Service Team Lead resolves all borrower inquiries regarding mortgage loans received either via inbound calls or correspondence, and documents results within the servicing system. This role also provides support to the Customer Service Supervisor by assisting with escalated calls, aiding and coaching Customer Service Representatives, and ensuring that service levels are maintained.
Essential Duties and Responsibilities
Responds to all borrower inquiries via phone and/or correspondence ensuring high quality service and timely response, adhering to productivity and regulatory requirements. Researches customer issues and works towards resolution when needed. Updates servicing system with relevant notes/comments.
Provides support to Call Center Supervisor: Works with Supervisor and Quality Assurance Specialist to ensure service levels are maintained; assists with Customer Service Representative questions, the Supervisor Queue and escalated calls; distributes processing work and tasks to the Representatives to ensure timely completion and maintain productivity.
Places Welcome Calls to new portfolios, educating the customer on payment methods, hours of operations and confirming critical loan information.
Provides follow up to customers regarding any outstanding issues, adhering to follow-up dates tracked through the Loan Servicing System.
Works closely with the Loan Counseling department to ensure payment information provided is accurate and consistent. Ensures borrower contact info is updated and payment status established on every call.
Maintains knowledge of procedural guidelines and investor requirements in order to work cohesively with various Loan Servicing departments.
Miscellaneous duties as assigned.
Position Requirements
Education
High school diploma or equivalent required
Experience
Minimum 3 years of call center experience required
Loan servicing experience preferred
Functional/Technical Skills
Effective verbal and written communication skills
Excellent customer service skills
Effective listening skills
Effective leadership skills, interpersonal and analytical skills
Ability to work in a fast-paced environment
Ability to multi-task and manage time effectively
Possess strong problem-solving skills
Experience working with Microsoft Windows applications
Ability to calculate figures and amounts such as interest rates, percentages, ratios, etc.
Environmental/Physical Demands
Work is typically performed in a standard office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sustain predictable work attendance, communicate with others, frequently required to stand, walk, sit, and use arms, hands and fingers to reach, handle or touch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.
Pursuant to the Americans with Disabilities Act, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of an employee. The Company reserves the right to amend or modify this document at any time and without notice.