Mortgage Servicing Call Center Representative

Great Lakes Credit Union•Chicago, IL

36d•$20 - $31

About The Position

The Mortgage Servicing Call Center Representative is responsible for all phone and email communication with members/borrowers for loans that Mortgage Forward is servicing.

Requirements

A high school education or GED
Minimum one year of similar or related experience
Demonstrated excellent attention to detail, customer service and communication skills

Responsibilities

Responsible for delivering a high level of member service to internal and external: Promises to listen, be responsive to members’ needs, simplify their financial life, and make it easy to do business with us. Promises to build valued relationships by discovering members’ needs, and recommending relevant products and services. Promises to be knowledgeable and respectful – one transaction, one interaction, and one member at a time.
Answer incoming calls and emails from members and process their questions and inquiries including but not limited to payments and general inquiries.
Utilize appropriate security measures to identify borrowers and protect against fraud.
Assist borrowers in navigating servicing website.
Investigate and resolve borrower concerns, providing appropriate advice and counseling to borrower inquiries and problems.
Help to route calls and/or emails to other departments as needed.
Effectively diffuse upset borrowers and situations with patience and tact.
Meet or exceed company SLAs for response time and quality.
Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all of Mortgage Forward’s policies, procedures and internal controls.
All other duties as assigned