Job Description

JOB DESCRIPTION The Customer Relations Call Center Specialist II is responsible for fielding in-bound calls from customers in the servicing of their mortgage. The position is responsible for providing excellent customer service and knowledgeable responses to resolve customer concerns. Responsibilities include:

• Answers internal calls, external calls, and work calls from the message center and respond to customer request within established timelines in order to maintain service level expectations in regards to call handling time and calls per hour
• Initiate outbound calls to customers
• Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently 
• Compares and evaluates possible customer service solutions, and decides which to recommend to customers to best meet their needs and circumstances
• Strong commitment to resolving customer issues while maintaining a high level of professionalism and customer service
• Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns
• Completes escrow analysis, account maintenance changes within servicing system, payoff requests, research accounts to provide resolution to customers, and handles credit bureau disputes
• Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets
• Effectively provide prompt, accurate, and professional responses to customer inquiries
• Ability to maintain composure with a friendly demeanor while discussing difficult and complex issues with discontent clients
• Promote the image and reputation of the company, while protecting the interests of our mortgagors, the firm, and investors
• Handle escalated calls and act as resource for other agents
• Various duties as assigned