Mortage Servicing Specialist

Texasbank • Fort Worth, TX

411d • Onsite

About The Position

The Mortgage Servicing Specialist serves as the primary point of contact for TexasBank's mortgage loan customers, handling inquiries related to various aspects of mortgage servicing. This role emphasizes customer service excellence, effective communication, and a thorough understanding of mortgage products to ensure customer satisfaction and efficient resolution of issues.

Requirements

• High School Diploma or equivalent.
• 2-3 years of relevant work experience.
• Demonstrated experience using both English and Spanish in a professional setting.
• Strong active listening skills and attention to detail.
• Proactive willingness to refer customers to appropriate resources when needed.
• Demonstrated professionalism, courtesy, and patience in all interactions.

Nice To Haves

• Familiarity with CRM systems and practices.
• Proficiency in computer use and navigating various software applications.
• Ability to craft professional and clear emails.

Responsibilities

• Receive and respond to customer inquiries via inbound phone system regarding mortgage loans.
• Identify and verify customers' preferred language during interactions.
• Demonstrate a courteous and professional demeanor in all customer interactions.
• Address and resolve customer inquiries quickly and efficiently.
• Develop an in-depth understanding of all mortgage products to provide accurate information.
• Engage with customers through phone, email, chat, and in-person communication.
• Document all customer interactions, including transactions and feedback.
• Reach out to customers regarding overdue bills and provide necessary information.
• Offer guidance on payment options and recommend suitable methods for payments.
• Collaborate with team members and other departments to resolve customer issues.
• Assess and report on the effectiveness of the customer service process.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED