Mortgage Customer Service Specialist
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About The Position
Provide positive, professional, and compliant communication and perform processes related to mortgage loan customers. Respond to all aspects of loan related customer inquiries. In this role you'll have the opportunity to: Responsible for answering general customer inquiries related to all loan activity and notices (except as related to advanced default – bankruptcy and foreclosure). This includes loan terms, tax, insurance, private mortgage insurance, escrow analysis, payment processing, billing, credit reporting, and year end. Responsible for thoroughly researching and resolving issues related to loan accounts as indicated by customer requests and/or from system reports. Responsible for the set-up and monitoring of Adjustable Rate Mortgages and other alternative mortgage products. Responsible for the annual escrow analysis review. Responsible for modifying or correcting credit reporting as situations require and research supports. Apply payments or other refunds received. Review reports and notices for accuracy prior to annual mailings. Coordinate resolution to complex customer issues utilizing the expertise of other staff within the Loan Servicing or other departments using available systems and tools. Responsible for updating imaged loan files as necessary to document changes. Review accuracy of, and post to the core system, journal entries created by others. Responsible for complying with policies, procedures, security requirements, investor requirements, and government regulations.
