Customer Service Rep - Mortgage Services

Valley Bank•Wayne, NJ

About The Position

This role involves providing customer service to mortgage borrowers, assisting with various inquiries related to billing, payments, payoffs, and general loan information. The position requires a strong understanding of mortgage servicing operations and the ability to handle customer complaints and process payments.

Requirements

General understanding of the multifunctional mortgage servicing department.
Ability to add, subtract, multiply and divide in all units of measure.
Ability to write routine correspondence.
Ability to think independently and make appropriate decisions.
Ability to perform multiple tasks through effective prioritization and time management, and demonstrate attention to details.
Strong analytical and reconciliation abilities.
Strong computer skills including electronic mail, routine database activity, word processing, spreadsheets, graphics, etc.
Strong telephone skills.
High School Diploma or GED
A minimum of two years' prior customer service or call center experience.

Nice To Haves

Mortgage Servicing experience preferred.

Responsibilities

Assist borrowers, attorneys, settlement agents, VNB collection staff and other VNB staff with billing statement and payment posting inquiries, payoff requests, and general loan inquiries/information.
Assist the Payoff/Satisfaction Department in the preparation of payoff statements for borrowers, settlement agents and VNB Closing Department.
Review in detail the complexity of initial and annual escrow analysis statements with borrowers.
Prepare amortization schedules.
Respond to basic tax and insurance questions.
Review and resolve all customer service complaints.
Receive and process borrower telephone payments (speed pay).
Provide excellent customer service to mortgage borrowers.
Assist other areas of the Department as needed.

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