Mortgage Customer Service Representative

Job Description

Job Description

Description : Basic Function :

This position is responsible for performing the customer service function of the Residential Mortgage Credit Reporting process and of other products and services as requested.

Principal Accountabilities (Essential Functions)

1. Maintain the in A.M. and out P.M. turn around time.

2. Verifies disputed information (such as trade or rental information).

3. Follows up on supplemental items.

4. Distributes work and monitors workflow in department.

5. Acts as backup for the Mortgage Production Supervisor.

6. Properly bills clients for additional requests performed such as Update Express and trade verifications

7. Answers questions from clients and consumers regarding credit issues and at times professionally addresses concerns from irate clients.

8. Informs mortgage clients of pending reports to include problems with file.

9. Maintains customer records by updating account information.

10. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

11. Recommends potential products or services to management by collecting customer information and analyzing customer needs.

12. Prepares product or service reports by collecting and analyzing customer information.

13. Contributes to team effort by accomplishing related results as needed.

14. Expected to have punctual, consistent attendance

15. Performs other duties as assigned.

Requirements :

Experience, Knowledge and Skills Required (Know How)

A high school diploma or GED is required with some PC knowledge, and minimum typing skills of 40-50 wpm as well as Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Courteous Phone Skills, Resolving Conflict, Analyzing Information , Multi-tasking, Professionalism. Three to five years experience in mortgage credit reporting required.

Scope of Responsibility

Responsible for assisting with the production of the RMCRs and providing timely, courteous, and professional customer service. When necessary, will be responsible for the daily work flow within the department.

Problem Solving

This position makes decisions regarding disputed information and resolves issues with customers and consumers.

Contacts and Relationships

Works well under pressure and manages time well. Must enjoy working with people. Must be able to adjust to constructive criticism directed towards the employee and the department.

Physical Environment

This position exists in an office environment sitting at a desk on computer and on the phone.

Additional Information

The incumbent must be able to work with highly confidential data that must be maintained in strict confidence. Must work well under pressure and be able to handle and prioritize a variety of issues.