Customer Service Associate

Description

General Job Summary

The Customer Service Associate (CSA) is responsible for taking incoming calls on a multiple phone line system (queue) in addition to making outbound calls. The CSA will assist borrowers with inquiries about loan balances, escrow accounts, payment history and payment processing. CSA will also need to be aware of and explain consumer regulatory rights and coverage.

Summary of Essential Job Functions

• Manage large amounts of inbound and outbound calls in a timely manner.
• Identify customers’ needs, clarify information, research issues, and provide solutions.
• Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups. 
• Keep records of conversations in our call center database.
• Meet team qualitative and quantitative targets.
• Process ACH payments, following the ACH process. 
• Utilize Black Knight platform to review borrower accounts for the following information:
• Payment history.
• Payoff statements.
• PMI status.
• Escrow Analysis.
• Update contact information
• Make outgoing Welcome calls to new MLS customers:
• Answer any initial questions the customer has in regard to the servicing of the loan.
• Verify mailing address, social security numbers, and phone numbers.
• Assist customers with website registration and explain payment options.
• Make other outbound calls as assigned.

Other Job Functions

• Recommend improvements for processes to boost organizational efficiency.
• All other duties as assigned by management.

Requirements

Education, Training and Work Experience

• High school diploma (or equivalent) required.
• Previous experience in mortgage loan servicing desired.
• Minimum of 1-year previous customer service experience required.

Knowledge, Skills, and Abilities

• Maintain & foster positive relationships with customers and business partners.
• Complete all assigned tasks and training in a timely manner.
• Provide professional communication in both oral & written expression.
• Excellent organizational & analytical skills.
• Excellent attention to detail.
• Ability to handle highly sensitive confidential information.
• Ability to multitask, set priorities and manage time effectively.
• Experience with email, MS Word, MSP.
• High degree of dependability.

Working Environment

Primary working environment is within an indoor climate-controlled office space and/or a private home office or some combination which will be at managements sole discretion. Employee may be subject to florescent lighting, dust, and other normal indoor allergens. Employee may work in close proximity of coworkers and occasionally independently.

Physical Requirements

• Able to lift up to 20 pounds.
• Extended periods of sitting (at computer desk).
• Complete repetitive tasks (including operation of computer mouse/keyboard).

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

**University Bank is an Equal Opportunity / Affirmative Action Employer**