Address
Form of workJob Description
Jenks, OK:
Currently hiring for a Mortgage Servicing Support Specialist – position will handle all emailed customer service inquiries. Approx 100 emails/day so attention to detail and stellar attendance record is key. Great written communication skills along with computer skills are also imperative. This position will also process payoff requests, serve as backup for the call center when needed and provide white-glove service to our Loan Officers in the field for Mortgage Servicing questions. Department is open M-F 8 am - 7 pm; 8 hour shift will be discussed. APPLY TODAY!
**Opportunity for a hybrid remote schedule after a probationary period, certain requirements apply**
Mortgage Servicing Support Specialist I JOB SUMMARY:
Responsible for acting as the primary liaison between Retail, Correspondent, and the various Servicing departments by addressing and ensuring timely resolution of all issues raised. Responsible for identifying customer service issues and resolving them, providing operational feedback to identify root causes of problems/issues, and eliminating the need for escalation. Responsible for processing payoff requests received by borrowers, internal employees, and third parties.
Mortgage Servicing Support Specialist I ESSENTIAL FUNCTIONS (RESPONSIBILITIES):
• 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.
Mortgage Servicing Support Specialist I REQUIRED QUALIFICATIONS:
Knowledge/Skills/Abilities
• 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.
Equivalent Education/Experience
• High School Diploma/GED
• 1 - 2 years of related customer service experience.
• Mortgage and/or banking experience preferred.
Mortgage Servicing Support Specialist I SPECIAL JOB DIMENSIONS:
Work involves spending time responding to customer questions and resolving issues completely to ensure resolution.
NOTE: The essential job functions and associated qualifications contained in this document describe the general nature and level of the work performed. They are not intended to represent an exhaustive listing or be inclusive of all aspects of the job. The tasks and procedures involved in the performance of the essential job functions may vary from day-to-day. Major changes in areas of responsibility may occur, as directed by management, and will require revision of this job description.
