INTRUST Bank

Mortgage Servicing Customer Service Associate

INTRUST Bank

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $18 - $24 per hour

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 & Tools
customer servicemortgage loan servicingACH paymentscall center database managementdata entrypayment processingrecord keepingwebsite registration assistanceanalytical skillsattention to detail
Soft Skills
positive relationship managementprofessional communicationorganizational skillsmultitaskingtime managementdependabilityproblem-solvingcustomer needs identificationfollow-up skillsprocess improvement
Certifications
high school diploma or equivalent