- Responds to first-level support questions from customers (as assigned) received via email and/or web in a timely and efficient manner per service level agreements; includes privacy notices.
- Answers calls and/or email for Retail and Correspondent to provide necessary support to and the assurance that they will be served by knowledgeable mortgage specialists.
- Resolves Servicing questions, issues, and/or escalations received via email and/or web by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; and following up to ensure resolution.
- Review and process documents received via email, secure message, and/or mail.
- Documents all internal and external customer inquiries.
- Coordinates between departments to resolve issues, ensures that all departments resolve their tasks until the entire issue and/or escalation is resolved.
- Identifies potential procedure/process gaps and/or training opportunities that require further investigation and reports these to servicing management.
- Orders payoff statements from the system upon written request for a variety of loan types. Fax, mail, or email statement to the requesting party.
- Validates borrower's authorization forms received from third parties.
- Records and uploads requests to Servicing file to retain records.
- Provides Servicing communication updates to Retail and Correspondent.
- Exercises awareness with regard to possible suspicious activity, money laundering or fraudulent behavior and reports any such incidents to the BSA department. Performs all job functions in compliance with all company policies and federal, state, and local laws and regulations as applicable to the position, including, but not limited to BSA/AML, OFAC and GLBA/privacy rules.
- Performs related responsibilities as required or assigned.
LocationJenks, OK
Requirements
- Basic knowledge of mortgage products, mortgage loan payoff, & servicing policies, procedures, and processes.
- Proficiency in the use of Microsoft Word and Microsoft Excel.
- Strong attention to detail, communication, organization, and problem-solving skills.
- Ability to communicate professionally and effectively across a variety of audiences.
- Ability to work in a team environment.
- Exemplifies the Gateway Values: Growth Oriented, Make a Difference, "Get it Done" Attitude, Team Player, Do the Right Thing.
- High School Diploma/GED
- 1 - 2 years of related customer service experience.
- Mortgage and/or banking experience preferred.
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