Mortgage Customer Service Specialist

Company: Merchants Bancorp of Indiana
Location: Carmel
Posted on: April 1, 2021

Job Description:

Description: Summary: The Mortgage Customer Service Specialist is responsible for providing excellent customer service with both internal and external customers with a focus on mortgage servicing customer contact. Primary responsibility will be answering incoming customer calls while utilizing company policies to solve customer issues. This position is often the first point of customers' contact with mortgage servicing therefore a commitment to customer satisfaction and an ability to make quick and accurate decisions is needed.Expected Outcomes: A successful Mortgage Customer Service Specialist will provide resolution to customers calls via excellent interpersonal communication skills in a professional manner that result in a positive resolution to the customer. In addition, the mortgage servicing system will be updated to document the reason and outcome of each call. The role will assist with other processes and transactions that assist the department in providing overall customer service.Essential Duties and Responsibilities:* Answer incoming customer phone calls and take appropriate action for each call.* Adhere to specific scheduling guidelines to ensure proper phone coverage.* Compares and evaluates possible customer service solutions and decides which to recommend to customers to best meet their needs and circumstances.* Accurately track and document all communications with customers to provide a detailed history of contact in the servicing system.* Perform follow-up and research tasks to ensure problem resolution.* Explain loan payment histories and escrow analysis using basic accounting and mathematical concepts and request corrections when necessary.* Handle all levels of mortgage servicing inquiries* Analyze data and research issues and exceptions while making or recommending appropriate changes.* Resolve disputes and perform root cause analysis* Identifies, recommends, and contributes to process improvement* Actively contribute to the overall productive and success of the team* Take ownership of the customer experience* Process incoming and outgoing mail items* Set up ACH plans upon receipt of authorization forms.* Input data and verify information to process telephone draft payments.* Assist borrowers with late charge waiver and other loan maintenance requests.* Other duties as assigned.. Requirements: * Requires a minimum of three years' mortgage banking experience in areas of loan servicing, or an educational background that provides a level of knowledge typically gained from three years' or more experience.* Requires at least a high school diploma or GED from an accredited institution.* Previous mortgage loan servicing experiences strongly preferred.* Previous banking experience preferred.* Excellent interpersonal communication skills while projecting professionalism.* Friendly and pleasant manner.* Preferred candidates will demonstrate a basic understanding of general ledger postings and how to perform related tasks.* Strong organizational skills required with the ability to prioritize work to meet deadlines.* Must demonstrate excellent verbal and written customer service skills.* Requires proficient knowledge of MS Word, Excel and Outlook.* All employees are expected to contribute to the overall success of the organization by performing requested duties regardless of explicit inclusion in the job description or reasonable relation to an employee's primary role. Additionally, all employees must understand and adhere to all federal and state laws and banking regulations and company policies and procedures applicable to assigned job responsibilities, including compliance as appropriate under the Bank Secrecy Act and Anti-Money Laundering regulations.Additionally, all employees are expected to demonstrate the following Core Competencies:Professionalism - acting with responsibility, integrity and accountability; demonstrating consistent trustworthiness and reliability; always remaining flexible, adaptable and willing to accept coaching; building and managing professionally healthy relationships; deliberately managing career decisions; and continually developing awareness of business-related topics.Communication - understanding various active and passive tools and styles and their effects; and exhibiting appropriate, effective, timely use of tools and styles to connect, collaborate, facilitate teamwork and serve customers.Work Quality - demonstrating an ongoing commitment to compliance, safety and security; executing work with efficiency, a sense of urgency and attention to detail; and displaying organized work practices and a results-oriented mindset.Analytical Ability - navigating work-related circumstances with practical, sound reasoning; and demonstrating creativity in problem solving.Leadership - displaying good judgment and certainty in decision making; taking initiative with job-related demands; demonstrating innovative thinking and sound planning with business practices; managing individual performance toward shared organizational goals; and thinking strategically to set and accomplish goals.Merchants Bancorp and its affiliates and subsidiaries are committed to being equal opportunity employers. All job candidates and incumbents will be assessed based on only criteria relevant to successfully performing the job as defined in this job description and as generally accepted in the job's relevant industries.Title: Mortgage Customer Service Specialist

Keywords: Merchants Bancorp of Indiana, Carmel , Mortgage Customer Service Specialist, Hospitality & Tourism , Carmel, Indiana