Member Services Specialist - MH Lending

Credit Human Careers•San Antonio, TX

About The Position

We are seeking a Member Services Specialist for the Member Satisfaction Department. The main focus of this role is to provide service to members, vendors, and internal customers. The Member Services Specialist provides account information, responds to inquiries, generates requested reports, monitors accounts, collaborates with other departments, and performs research related to manufactured home loans. The Member Services Specialist is a subject matter expert and the primary contact with members for inquiries or problems during the life of their MH loan. The Specialist performs a variety of tasks and is expected to have the required knowledge to explain and respond to a wide range of inquiries, with the goal of first contact resolution to members’ requests. If you have loan servicing knowledge and customer service experience, you should apply right away! Highlights: Successfully respond to member and internal customer inquiries and requests Provide accurate information and explanation of servicing-related functions and loan activities Provide payoff information, ensuring correct tax and insurance allocations based on premiums, type of insurance, tax entity, and investor requirements Perform research as necessary to gain information needed to resolve the dispute and/or provide an answer for such topics as payment application, interest calculations, IRS reporting, escrow analysis, loan document content, home relocations, and account history Take full responsibility for research/follow up of calls/inquiries utilizing other departments and regions as deemed necessary

Requirements

2 to 5 years of customer service experience
High School Diploma or equivalent
Customer-focused, with excellent listening, communication, and phone skills
Knowledge of loan servicing (or related field)
Experience researching issues and resolving problems
Strong organizational skills and detail-oriented
Strong interpersonal skills, capable of establishing and maintaining positive customer relationships and working collaboratively with a team
Computer skills to include Word, Excel, and Outlook

Nice To Haves

2 to 5 years of industry related customer service
College

Responsibilities

Successfully respond to member and internal customer inquiries and requests
Provide accurate information and explanation of servicing-related functions and loan activities
Provide payoff information, ensuring correct tax and insurance allocations based on premiums, type of insurance, tax entity, and investor requirements
Perform research as necessary to gain information needed to resolve the dispute and/or provide an answer for such topics as payment application, interest calculations, IRS reporting, escrow analysis, loan document content, home relocations, and account history
Take full responsibility for research/follow up of calls/inquiries utilizing other departments and regions as deemed necessary