Customer Service Representative – Spanish/English Bilingual
Systems & Methods, Inc. (SMI)
Mortgage Customer Service Associate
INTRUST Bank
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $22 per hour
Job Level
JuniorMid-Level
About the role
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research issues, and provide solutions.
- Maintain ownership of calls throughout the lifecycle of a customer’s request, including follow-ups.
- Keep records of conversations in our call center database.
- Meet team qualitative and quantitative targets.
- Process ACH payments, following the ACH process.
- Utilize Black Knight platform to review borrower accounts for the following information: Payment history, Payoff statements, PMI status, Escrow Analysis.
- Update contact information.
- Make outgoing Welcome calls to new MLS customers: Answer any initial questions the customer has in regard to the servicing of the loan. Verify mailing address, social security numbers, and phone numbers. Assist customers with website registration and explain payment options.
- Make other outbound calls as assigned.
- Recommend improvements for processes to boost organizational efficiency. All other duties as assigned by management.
Requirements
- High school diploma (or equivalent) required.
- Previous experience in mortgage loan servicing desired.
- Minimum of 1-year previous customer service experience required.
- Knowledge, Skills, and Abilities Maintain & foster positive relationships with customers and business partners.
- Complete all assigned tasks and training in a timely manner.
- Provide professional communication in both oral & written expression.
- Excellent organizational & analytical skills.
- Excellent attention to detail.
- Ability to handle highly sensitive confidential information.
- Ability to multitask, set priorities and manage time effectively.
- Experience with email, MS Word, MSP.
- High degree of dependability.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ACH paymentscall center database managementmortgage loan servicingcustomer service
Soft skills
positive relationship managementprofessional communicationorganizational skillsanalytical skillsattention to detailmultitaskingtime management
Certifications
high school diploma
