Servicing Operations Specialist

Western Alliance Bank • Westlake Village, CA

25d • $36

About The Position

As a Servicing Specialist, you'll play an important role in successfully answering incoming customer calls, and customer service-related emails. You'll deliver a positive experience to our customers and resolve their concerns within the established timeline. You'll work on our Customer Contact Servicing Operations Team report directly to the Servicing Operations Customer Contact Manager. You'll have the ability to evaluate, analyze, and resolve customer concerns regarding their mortgage. Additionally, you'll be responsible for responding to the customer via verbal and written communication. Respond to incoming phone calls from borrowers, sellers, and third parties. Gather the caller’s information and determine the issue by evaluating and analyzing the information provided. Ask clarifying questions to the customer when needed. Handle and resolve customer complaints or inquiries via phone and email in a timely and accurate manner. Return voicemails left on the servicing line. Redirect issues to appropriate resources as needed. Research incoming Servicing inquiries from borrowers, sellers, and third parties. Confirm appropriate changes or updates were made to resolve customer’s issues. Ensure that customer privacy is maintained, and correct information is provided. Ensure that customers are kept informed of the status of their request and next steps to be taken. Interact with internal departments and sub-servicers to proactively detect and resolve customer issues. Additional responsibilities may be assigned by servicing management as needed. Employees must demonstrate behaviors aligned with the organization's stated culture and values. Utilize Microsoft Excel and Word to document tasks and communicate with manager.

Requirements

• 1+ years of related experience.
• High school diploma required.
• Entry level to intermediate knowledge of residential mortgage industry in Correspondent or Retail Lending, including sales, operations, capital markets and/or other residential mortgage products and services.
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate speaking and writing communication skills.

Responsibilities

• Respond to incoming phone calls from borrowers, sellers, and third parties.
• Gather the caller’s information and determine the issue by evaluating and analyzing the information provided.
• Ask clarifying questions to the customer when needed.
• Handle and resolve customer complaints or inquiries via phone and email in a timely and accurate manner.
• Return voicemails left on the servicing line.
• Redirect issues to appropriate resources as needed.
• Research incoming Servicing inquiries from borrowers, sellers, and third parties.
• Confirm appropriate changes or updates were made to resolve customer’s issues.
• Ensure that customer privacy is maintained, and correct information is provided.
• Ensure that customers are kept informed of the status of their request and next steps to be taken.
• Interact with internal departments and sub-servicers to proactively detect and resolve customer issues.
• Additional responsibilities may be assigned by servicing management as needed.
• Employees must demonstrate behaviors aligned with the organization's stated culture and values.
• Utilize Microsoft Excel and Word to document tasks and communicate with manager.

Benefits

• We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.
• In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees