Customer Service Spec I - TruHome

US-KS-Lenexa-TAC-TruHome Solutions

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Job Description

GENERAL FUNCTIONS:

Work in an automated Call Rotation to answer customer questions that include address corrections, account research, balance inquiry, name changes, etc…  This position will also be responsible for making outbound customer contact with delinquent customers as well as the response of non-phone customer correspondence. 

 

PRINCIPAL ACCOUNTABILITIES:

  1. Responsible for handling phone calls and correspondence from customers with questions or concerns regarding their mortgage and provide timely and accurate resolutions.
  2. Initiates contact with borrower to discuss the initial delinquency, review and determine their financial ability, intent, and reason for default and recommend the appropriate retention solutions.
  3. Responsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicing.
  4. Assist in identifying potential risks, communicate them to management and take appropriate steps to avoid risk.
  5. Identify potential improvement to processes and procedures.
  6. Develop and maintain positive working relationships by providing high quality customer service at all times to all internal and external customers.
  7. Promotes honest and open communication throughout TruHome Solutions.
  8. Demonstrate behaviors that are consistent with TruHome Solutions values, philosophies, and leadership characteristics.
  9. Work with other TruHome departments to insure the workflow or process is providing the best service to the members.
  10. Performs other duties as assigned.




Skills/Requirements

KNOWLEDGE, SKILLS AND ABILITIES:

  1. Preferred knowledge of FHA, VA, Freddie Mac, Fannie Mae, FHLB and RESPA Guidelines.
  2. Preferred knowledge of Loss Mitigation options
  3. Preferred knowledge of mortgage products.
  4. Preferred knowledge of mortgage software.
  5. Excellent organizational, analytical and problem-solving skills.
  6. Must be able to manage multiple projects simultaneously and work in a fast-paced environment with changing priorities.
  7. Ability to work under pressure and with strict deadlines.
  8. Ability to self-initiate and work independently without close supervision.
  9. Strong ability to communicate effectively in writing and orally.
  10. Ability to resolve interpersonal conflict and miscommunications.
  11. Knowledge of spreadsheet software and ability to use word processing software.
  12. Ability to maintain a high level of confidentiality.
  13. Must be able to be bonded.

PHYSICAL ACTIVITIES:

In this position, individual will be expected to lift up to 20 pounds from time to time.

Also, must be able to stoop, bend, reach, or stand for extended periods of time.  Must be able to sit and use a computer for extended periods of time.

WORKING CONDITIONS:

This position is expected to work in general office environment and may have to travel for visits to other credit union facilities or for training purposes. Overtime will be expected to be worked as needed.

EDUCATIONAL/EXPERIENCE REQUIREMENTS:

High school diploma or equivalent. 

Equal Opportunity/Affirmative Action Employer Disabled/Veterans

 

 

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