Customer Service Representative

West Virginia Housing Development Fund • Charleston, WV

44d • Onsite

About The Position

CUSTOMER SERVICE REPRESENTATIVE Loan Servicing The West Virginia Housing Development Fund (the “Fund”), a quasi-governmental organization providing safe, decent affordable housing across West Virginia, is seeking qualified candidates for the position of an Customer Service Representative in our Charleston Office. Job Summary: This employee is responsible for the daily payoff process, providing general customer support in-person, over the phone, or through electronic communication. This employee will have access to sensitive and confidential data; therefore, confidentiality must be maintained at all times.

Requirements

• High School Graduate or GED equivalent with a minimum of two years’ customer service experience
• Knowledge of Microsoft Office products

Nice To Haves

• One year of banking experience

Responsibilities

• Responsible for processing loan payoffs through all formats
• Responsible for the safe keeping and timely distribution of Original SF Mortgage Notes
• Responsible for preparing original loan files for delivery to United Bank
• Responsible for creating original loan files for Loan Servicing and filing of original loan documents
• Responsible for responding to borrower’s payoff statement requests via web and fax
• Responsible for processing Death Certificates, Letters of Admin Papers, Letter of Authorizations, Marriage Certificates and Divorce Decrees
• Responsible for processing all address changes on loans
• Responsible for daily Import of Web Features
• Responsible for entering Recorded Release Info on paid in full loans in MS
• Responsible for researching and preparing all duplicate release requests
• Responsible for processing lien notices from lenders on loans
• Responsible for working weekly Low UPB Report
• Responsible for scanning customer service documents into Document Manager
• Responsible for securing servicing documents in common areas at the end of each day
• Responsible for daily delivery and pickup of other department documents
• Responsible for ordering departmental supplies
• Provides excellent customer service electronically, in-person, and over the phone
• Provides backup support for processing loan payments through all formats
• Provides backup support for processing payment corrections
• Provides backup support for securing Payment Folder at the end of business day
• Provides backup support for preparing releases on paid in full loan
• Provides backup support for all Investor Daily Reporting Functions
• Provides backup support for NSF Payment Returns
• Provides support as needed to complete any function within the Loan Servicing department

Benefits

• 35-hour work week
• 13 State and Federal holidays
• 15 Annual leave days per year, 20 days after 5 years and 25 days after 10 years of service.
• 12 Sick days per year
• Health Insurance, Vision & Dental coverage
• State of WV Pension plan
• 457 Plan
• Work/Life Balance

What This Job Offers

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