Job Description

JOB TITLE: Customer Service Representative III

DEPARTMENT: Customer Service

REPORTS TO: Supervisor

TRAVEL REQUIRED:

Must be able to travel 0_% of the time.

o Local

o Regional

o National

TYPE OF POSITION:

þ Full-time

o Part-time

o Intern

o Temporary

HOURS:

40 hours/week; overtime as required

o Exempt

þ Nonexempt

GENERAL DESCRIPTION:

Responsible for answering inbound calls from borrowers, third parties, and clients, answering questions, and performing loan maintenance requests.

ESSENTIAL FUNCTIONS AND DUTIES:

1. Maintain availability to answer inbound calls daily, answering various and complex inquiries concerning all aspects of loan servicing, and handling escalated issues from junior staff.

2. Appropriately refer inquiries and research requests to the applicable department or staff member.

3. Verify and change account information, process and forward documentation requests to various internal departments, perform and request research on tax and insurance issues, process loan payments, resolve and explain billing issues, and verify tax and insurance disbursements.

4. Submit requests to initiate, correct, or resolve issues of payments, tax and hazard insurance, escrow accounts, purged loan information requests, loan payoff requests, transfer and conversion, and general research on lien releases.

5. Prepare and send account information and other correspondence to borrowers, clients, and other third parties.

6. Document all activity timely and accurately in appropriate databases.

7. Represent “Private Label” clients by using organizational names accurately when interacting with their customers.

8. Handle VIP client calls.

ADDITIONAL DUTIES:

1. Assist with outbound telephone call projects, such as welcome calls or task completion calls.

2. Maintain knowledge of current policies and procedures for each department within loan servicing and each Private Label client.

3. Mentor Customer Service Reps I and II.

4. Maintain a minimum of 75 incoming calls per day with at least a 90% quality score.

5. Identify and communicate ideas for improved workflow, enhanced automation, and increased service levels.

6. Comply with Code of Conduct and regulatory training requirements.

7. Successfully complete annual regulatory compliance training.

8. Additional duties as assigned.

Company Description

Dovenmuehle Mortgage, Inc. provides a complete, private label mortgage subservicing program for commercial banks, thrift institutions, credit unions, mortgage bankers, and state and other housing finance agencies.