Mortgage Customer Service Specialist
07/25/2024
Primary Job Purpose: Perform mortgage customer service loan functions ensuring attention to detail, accuracy, and timely completion, meeting all deadlines. Maintain compliance with all federal, state, government and banking rules and regulations as well as agency guidelines.
Essential Responsibilities and Duties:
- Answer phones and assist borrowers and/or their agents as requested using superior customer service manners and skills
- Processing daily loan payments via borrower requests on phone or in person
- Quote payoffs and communicating with borrowers and authorized third parties
- File and process releases within stated guidelines
- Assist borrower(s) requests for more complex ACH maintenance, address changes, escrow analysis questions, insurance & loss claims process questions, in-depth loan inquiries
- Maintain quality and accurate hazard insurance date and disburse premiums
- Monitoring of cancellations, insurance billings, declaration pages, scanning and daily insurance communication
- Assist borrowers with the Loss Claim Process which may include reviewing adjusters reports, reviewing invoices, inputting data, accessing OnBase to save documentation, disbursing funds, coordinating closure of claim files via inspection or borrower information
- Answering questions regarding homeowners insurance, coverage and proper mortgagee clause as well as an understanding of the required insurance coverages for Investors
- Working with Investor guidelines to maintain proper standards for all insurance and loss claims files.
- Process daily, monthly or weekly reports as needed
- Process loan modifications, release of liability, name changes, and parcel releases/additions, assist with special projects and perform all other duties as assigned by direct supervisor, department manager or any coworker or bank employee
- Responsible for maintaining banking and departmental policies and procedures
- Regular work schedule with a level of flexibility based on demand
Job Specifications
Work Direction: This position reports to the Mortgage Customer Service Manager.
Accountability: This position has access to and knowledge of the financial situation of customers. The utmost discretion and confidentiality must be exercised with all data.
Work Relationship: Regular contact with internal and external customers. Must be able to communicate in a clear, concise, and pleasant manner.
Supervision: This position has no supervisory responsibilities.
JOB QUALIFICATIONS
- Strong customer service skills
- Prefer banking and/or mortgage experience
- Ability to work in a team environment
- Good listening skills
- Ability to manage and complete multiple tasks
- Ability to adapt to daily, varied workflow and responsibilities
- Ability to handle confidential information
- High level of accuracy and attention to detail
- Experience with Microsoft Office Products
- Change Agent
- Situational Awareness
TO APPLY:
Please fill out an application online or mail your resume to the address below.
Human Resources
P.O. Box 82603
Lincoln, NE 68501-2603
Phone: 402-434-3456