Customer Service Representative

Tennessee Housing Development Agency•Nashville, TN

12d•Onsite

About The Position

Completes activities relating to customer service and borrower account administration. This work requires direct contact with the public, the exercise of good judgment and the application of Tennessee Housing Development Agency (THDA) policies and procedures as they relate to the application of payments, payoff quotes and other general customer service inquiries.

Requirements

High school diploma or GED.
Telephone customer service experience.
Excellent customer service skills.
Excellent telephone etiquette.
Excellent verbal and written communication skills.
Ability to accurately enter data into electronic systems.
Strong interpersonal skills.
Builds and maintains positive relationships with internal and external constituents.
Ability to work effectively as part of a team.
Ability to plan and organize a large workload.
Maintains high level of confidentiality.
Strong organizational and time management skills; uses time effectively; consistently meets deadlines.
Documents regularly, thoroughly, accurately, and completely with a high level of detail.
Ability to read, follow and interpret instructions, regulations and policy.
Exercises good and consistently fair judgment, courtesy, and tact in dealing with the staff and public in giving and obtaining information.
Computer literate; proficient in Microsoft Word, Excel, Outlook, and the internet; able to effectively adapt to and use other computer systems as needed for daily activities.

Nice To Haves

Mortgage servicing experience preferred.
Successful completion of Mortgage Bankers Association “Basics of Mortgage Servicing” course preferred.

Responsibilities

Answers incoming phone calls and responds to customer requests for information on their accounts.
Completes payoff quotes, verifies the accuracy of information and provides quotes to customers.
Provides primary phone support through the Loan Servicing call center including incoming and outgoing follow up communications.
Makes outgoing calls to customers to attempt to assess reasons for default and make satisfactory arrangements to bring accounts back into a current standing.
Assists with changes in mailing addresses, corrections to phone numbers and other loan servicing data.
Provides assistance with new loan on-boarding and verification of new loan data.
Provides assistance with mailing letters, forms or other customer contact.
Assists customers with web site functionality, password resets, and other requests for account data.
Maintains and files electronic information to customer accounts with proper noting and documentation.
Provides assistance with Automated Clearing House (ACH) sign up and notification of account billing statements.
Assists with error resolution and customer complaint tracking.
Provides back up for other Loan Servicing functions.