Client Analyst II

Dovenmuehle Mortgage, Inc. • Lake Zurich, IL

17h • $20 - $21 • Hybrid

About The Position

The Client Analyst II role involves reviewing, analyzing, and responding to all client and homeowner correspondence, web inquiries, client tasks, and calls. This position reports to a Supervisor and is a full-time, non-exempt role requiring 40 hours per week with overtime as needed. The company, Dovenmuehle Mortgage, Inc., is a leading mortgage subservicing firm.

Requirements

• High School diploma or equivalent.
• 3+ years’ Mortgage Banking or related industry experience, particularly in a customer service or research capacity.
• Proficient skills in typing, spelling, grammar, sentence structure, and proofreading.
• Solid PC skills: Proficient with Microsoft applications and loan servicing platforms.
• Strong analytical and problem-solving skills and attention to detail/accuracy.
• Ability to handle complex, multiple tasks simultaneously in a fast-paced, high-volume environment.
• Effective verbal and written communication skills with demonstrated ability to always interact in a positive and professional manner with all levels of both internal and external audiences, including the ability to explain complex issues and resolutions clearly and concisely.
• Outstanding customer service skills, including conflict resolution management.

Nice To Haves

• College degree or mortgage industry experience equivalent.
• Knowledge of mortgage servicing laws and regulations.

Responsibilities

• Analyze, research, and resolve complex client/customer issues received from account managers or through written correspondence, emails, website inquiries, telephone calls, and tasks.
• Provide timely and accurate responses to clients/customers in compliance with regulatory guidelines.
• Research, open items, and resolve high-priority issues by navigating and escalating them through appropriate departments and response teams.
• Document the servicing system using the tasking application and following organizational guidelines for system documentation.
• Provide written confirmation and documentation of completed research and outcomes, and respond to borrower complaint correspondence per regulatory guidelines.
• Monitor governmental agency websites for borrower complaints to analyze, research, and resolve issues.
• Train new team members.
• Actively participate in identifying process improvement opportunities within the department.
• Proactively alert management when established KPI minimums are not being met.
• Comply with the Code of Conduct and successfully complete annual regulatory training requirements.
• Perform additional duties as assigned.

Benefits

• Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more.
• Employer paid Life Insurance, Short Term Disability, and Long-Term Disability.
• 401 (K) Plan with company match
• Paid Vacation, Sick, Personal and Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED