HELOC Phone Representative I

Dovenmuehle Mortgage, Inc.•Lake Zurich, IL

23h•$20 - $22•Hybrid

About The Position

Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.

High School Diploma or equivalent required.
Effective verbal and written communication skills to interact in a positive and professional manner at all times with all levels of audiences.
Ability to collaborate with various constituents.
Excellent organizational and time management skills.

Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.
Appropriately refer inquiries and research requests to the applicable department or staff member.
Verify and change account information, process and forward documentation requests to various internal departments.
Perform in accordance with expectations as set forth in the department’s policies and procedures.
Submit requests to initiate, correct, or resolve issues.
Prepare and send account information and other correspondence to borrowers, clients, and other third parties.
Document all activity timely and accurately in appropriate databases.
Represent “Private Label” clients by using organizational names accurately when interacting with their customers.
Ensure that all verbal and written communication to borrower and authorized third parties is in a manner that is simple to understand, empathetic to the borrowers’ financial situation, professional, and represents a strong breadth of knowledge.
Escalates issues timely to applicable channels.
Attend meetings and participate in projects.
Successfully completes mandatory training requirements and department specific training, as defined by management.
Successfully complete annual regulatory compliance training.
Performs other related duties as assigned.