Customer Service Representative

Rhode Island Housing•Providence, RI

5d•$51,896 - $62,276•Onsite

About The Position

We are seeking a dynamic professional to serve as a Customer Service Representative within our Loan Servicing Department. At RI Housing, Customer Service Representatives (CSRs) serve as the primary liaison between the Agency and our customers. In this role, you will provide accurate information about our products, address billing inquiries, resolve customer concerns, and offer effective solutions. You will communicate through multiple channels, including phone and email, and will be responsible for researching and resolving more complex service issues as they arise. This is an in-person position based in Providence, Rhode Island, where you will be an integral part of our Loan Servicing team. The role is designed for in-person collaboration and active engagement within our office environment.

Requirements

Three years of customer service experience in a mortgage or consumer finance customer service setting.
Strong customer focus, communication, listening, and analytical skills.
Effective written communication skills.
The ability to work in a fast-paced environment and to multitask is imperative.
Ability to work with limited direct supervision.
Strong computer skills and the ability to use standard Microsoft Office software.

Nice To Haves

Bilingual ability preferred (particularly Spanish or Portuguese).
Business Certificate or associate’s degree in business administration or related field preferred, or equivalent work experience required.

Responsibilities

Handle a wide range of customer-initiated requests, including name and address changes, ACH setup and removal requests, NSF notices, issuance of privacy notices, new loan setup, processing and tracking returned mail, preparing Welcome Packets, producing mortgage discharges, preparing and producing loan subordination packets, processing one-time borrower payments, and preparing and submitting monthly MERS audit reports.
Research and resolve customer complaints and inquiries by reviewing mortgage file documentation, analyzing data to determine appropriate actions, ensuring timely and accurate responses, and maintaining customer satisfaction and fostering positive borrower relationships.
Complete tasks governed by federal, investor, and state regulations, including loan payoff requests, final loan payments, mortgage discharges, and subordination agreements.
Assist the Supervisor with data mapping for manual conversions.
Support the development of training materials for processes and procedures.
Provide cross-functional servicing support during peak periods.
Assist with special projects as assigned.
Research and resolve lost payments.
Deliver professional customer service by phone, email, and occasional in-person interactions.
Actively listen, ask clarifying questions, and provide clear, accurate information.
Offer basic technical support for customers using our online portal.
Respond to written inquiries with clear, professional communication.
Research and resolve complex customer issues in accordance with policies and regulations.
Document all customer interactions in the system of record.
Apply general knowledge of RI Housing loan products and basic escrow/RESPA requirements.
Support special projects and contribute to process improvements as needed.