Customer Service Specialist I, Consolidated Loan Operations (Federal Way, WA)

Salary Range:
$20.14 - $28.17
(Depending on knowledge, skills, abilities and location. Certain level jobs may be eligible for bonus, commission, and/or equity awards.)
Benefits worth writing home about:

• Medical, dental, and vision coverage for employees and their families
• Life, disability and family Leave
• 401(k) and Roth 401(k) with employer match
• Wellness program, employee assistance program, "Commute Trip Reduction" (CTR) and various employee discounts
• Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
• Free employee checking account and employee home loan discounts

EO/AA Employer including Vets and Disabled.
Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.
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Job Description Summary
POSITION SUMMARY: The Customer Service Specialist I is an entry level position that will provide information to customers in response to verbal and written inquiries about loan issues, products and services. The representative will receive, document and resolve basic customer issues presented over the phone, e-mail and the internet. They are responsible for providing an outstanding Customer Service experience for loan customers, third party requestors and internal HomeStreet staff. Act as the first point of contact for customer telephone calls and e-mails to ensure their satisfaction and loyalty by assisting in, and resolving, a wide variety of Loan Servicing inquiries.
Job Details
PRIMARY FUNCTIONS:

• Enhance and strengthen the relationship between the customer and HomeStreet, using strong communication skills, keen listening skills and empathy.
• Follow established procedures in authenticating customers and ensure customer confidentiality.
• Process HELOC advance requests up to $25,000 adhering to Customer Identification Procedures and HELOC Advance procedures.
• Respond to and provide information to customers (internal and external) on a wide variety of mortgage Loan Servicing topics, to include: loan payments, quoting payoffs, payment research, property taxes, insurance, and other mortgage loan programs and products.
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly.
• Resolves most service issues by clarifying the customer's concerns, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
• Must demonstrate patience, tact, empathy and problem solving skills with consistently good voice quality.
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable and document interactions and resolution appropriately.
• Troubleshoot customer issues (Customer Care Net) on-line and over the phone, such as resetting passwords and offering assistance with automatic payment options.
• Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and HomeStreet Bank, offering options and alternatives to best fit the situation.
• Resolve basic customer issues and escalate cases when appropriate.
• When appropriate, suggest new products that will help the customer achieve their goals.
• Utilize bank systems (IBS) to accommodate borrower HELOC advance deposits.
• May participate in projects as assigned by the supervisor.
• Work in a positive environment with internal Loan Servicing and HomeStreet partners.
• Willing to assume other duties/projects as assigned.
  QUALIFICATIONS:
• A minimum of one year Customer Service and office experience preferred.
• High School degree required.
• Mortgage and consumer loan experience preferred; loan originations or escrow/title experience preferred.
• MSP Servicing system experience preferred.
• Proficient in Microsoft Word and Outlook with a minimum typing speed of 45 WPM. Accurate 10 key by touch.
• Bi-lingual proficiency (Spanish) preferred.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Excellent Customer Service skills to include communication and listening: May have occasion to meet with customers.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Has a pleasant, patient and friendly attitude.
• High accuracy level in handling phone calls and completing responsibilities with strong attention to detail, problem solving, and strong organizational skills.
• Willingness to work a flexible schedule and occasional overtime when needed. Regular and punctual attendance.
• Possess a strong work ethic and team player mentality.
• Strong ability, desire and enjoyment in working with other employees and customers in a cooperative and friendly spirit.
• Able to learn quickly and work within deadlines. Ability to multi-task and prioritize work load
• Possess good judgment, ability to accept responsibility and handle confidential information.
• Ability to accept and facilitate change, whether indicated by corporate needs, market or regulatory requirements.
• Willingness to assume additional duties/projects as they arise.
  PHYSICAL CONSIDERATIONS:
  Good vision and hearing (corrected if necessary), able to sit for long hours, manual dexterity to include but not limited to, filing, reaching, and bending. Ability to lift 25 pounds.
  WORK ENVIRONMENT:

Hours: 8:00 a.m. to 5:00 p.m. Ability to work overtime as needed.
This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.
Area
Loan Servicing (Corporate)
If you are a California resident, you may be entitled to certain rights regarding your personal information. Additional information about our data collection practices and location specific notices is available on our privacy policy