Customer Service Associate

University Bank•Hancock, MI

3d•Hybrid

About The Position

The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls. The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing. CSA will also need to be aware of and explain consumer regulatory rights and coverage.

Requirements

High school diploma (or equivalent) required.
Minimum of 1-year previous customer service experience required.
Maintain & foster positive relationships with customers and business partners.
Complete all assigned tasks and training in a timely manner.
Provide professional communication in both oral & written expression.
Excellent organizational & analytical skills.
Excellent attention to detail.
Ability to handle highly sensitive confidential information.
Ability to multitask, set priorities and manage time effectively.
Experience with email, MS Word, MSP.
High degree of dependability.

Nice To Haves

Previous experience in mortgage loan servicing desired.

Responsibilities

Manage large amounts of inbound and outbound calls in a timely manner.
Identify customers’ needs, clarify information, research issues, and provide solutions.
Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups.
Keep records of conversations in our call center database.
Meet team qualitative and quantitative targets.
Process ACH payments, following the ACH process.
Utilize Black Knight platform to review borrower accounts for payment history, payoff statements, PMI status, and Escrow Analysis.
Update contact information.
Make outgoing Welcome calls to new MLS customers, answer initial questions regarding loan servicing, verify mailing address, social security numbers, and phone numbers.
Assist customers with website registration and explain payment options.
Make other outbound calls as assigned.
Recommend improvements for processes to boost organizational efficiency.
All other duties as assigned by management.