Mortgage Customer Service Specialist

Gateway First Bank•Jenks, OK

About The Position

The Mortgage Customer Service Specialist identifies and resolves customer service issues, provides operational feedback to help identify root causes, and works to eliminate the need for call escalation. The role provides first-level customer support, answers calls, and assures customers they will receive knowledgeable assistance from mortgage specialists. Specialists use technology systems to follow up consistently and document resolutions, maintain customer records, and update account information. They resolve complaints by clarifying the issue, determining its cause, explaining and selecting an appropriate solution, expediting corrections or adjustments, and following up to ensure resolution. Customer interactions take place by phone, email, and letter. The role also requires awareness of suspicious activity, money laundering, and potential fraud, with incidents reported to the BSA department, and compliance with applicable company policies and laws, including BSA/AML, OFAC, and GLBA/privacy rules. The work involves spending 70% of the time answering customer calls and resolving issues completely to achieve one-call resolution.

Requirements

Proficiency in Microsoft Word and Microsoft Excel.
Proven problem-solving capabilities.
Ability to work in a team environment.
Organized, task-oriented, and attentive to detail.
High school diploma.
At least 1 year of related customer service experience.

Nice To Haves

Related experience in a call center environment.
Related experience in mortgage banking.

Responsibilities

Respond to first-level customer support questions.
Answer calls and provide support and assurance that customers will be served by knowledgeable mortgage specialists.
Use technology systems to follow up consistently and document problem resolutions.
Maintain customer records and update customer account information.
Resolve customer service problems by clarifying complaints, determining causes, selecting and explaining solutions, expediting corrections or adjustments, and following up to ensure resolution.
Communicate with and serve customers by phone, email, and letter.
Watch for suspicious activity, money laundering, or fraudulent behavior and report incidents to the BSA department.
Perform job functions in compliance with company policies and applicable federal, state, and local laws and regulations, including BSA/AML, OFAC, and GLBA/privacy rules.
Perform related responsibilities as required or assigned.